At the core of any strong work-at-home offering is the ability to delivery seamless interactions in a manner that’s compliant with data protection norms. While no one is disputing that this is a tough task, consumers expect and deserve nothing less. Continue reading Placing Data Security at the Heart of Homeworking →

By Martin Taylor, Deputy CEO at Content Guru… Continue reading Five reasons contact centres are moving to the cloud right now (or should if they aren’t already) →

When unexpected events occur and customer demand increases what can companies do to smooth out the resulting peaks and troughs? Henry Jinman at EBI.AI outlines four ways conversational AI can help and shares a real-life example. Continue reading Artificial Intelligence: first aid for companies in challenging times →

The COVID-19 pandemic has required many business leaders to reconsider how to make a success of remote working. With increased pressure from customers and unpredictable call volumes, managing and motivating key contact centre workers are especially challenging. Børge Astrup, CEO of Puzzel discusses how integrated Workforce Management (WFM) can help. Continue reading Remote Working – 5 Steps to success with integrated Workforce Management →

Sabio Group, one of Europe’s leading independent customer experience and contact centre innovators, has highlighted what it sees as the five key characteristics of best practice Virtual Assistant solutions. Continue reading 5 key characteristics of successful Virtual Assistant solutions →

With Contact Centres all over the globe facing the reality of home working for the foreseeable future, real-time adherence is going to be vital to protect service levels… Continue reading Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely →

As the nation reacts to contain the virus, organisations need to be ready to adapt and do what is right for their staff, colleagues and customers, which includes ensuring employees are able to work from home where possible. Continue reading How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak →

Companies around the world are telling employees to work from home to protect themselves from catching the Coronavirus and stop it spreading. Business continuity is not the only reason for employees to work from home, remote working increases productivity, results in a happier and healthier workforce and encourages employees to remain in the business for longer. Continue reading Business Continuity is Just One Benefit from Working at Home →

Long considered a ‘nice to have’, integrated ticketing is now the latest ‘must have’ for successful contact centres. In his first blog on the subject Thomas Rødseth of Puzzel sums up the benefits of integrated ticketing… Continue reading 5 Benefits of Integrated Ticketing in Contact Centres →