What does 2021 hold for us? Aviad Abiri is VP, Portfolio Sales Enablement at NICE Ltd shares some of his thoughts with us. What will the CX landscape look like in 2021 and why will it need to look to extreme digital CX agility… Continue reading Predictions for 2021 – Contact Centres Need Extreme Digital CX Agility
Category Archives: Guest Post
It’s good to talk: learning from COVID-19 customer experiences
The value of delivering good customer experience cannot be underestimated. Research from Infobip recently found that British businesses are set to lose more than £2.5 billion due to bad customer service during lockdown. But it’s not all doom and gloom; some retailers are getting customer service right. Continue reading It’s good to talk: learning from COVID-19 customer experiences
All Work and No Play: Connecting the dots trends report – How the 9-5 model saps productivity
Companies are now torn between preparing for a full return to the office at some point, and committing to large-scale remote work. And they’ve generally used examples of employees adopting healthier lifestyles or working longer hours to plead their case for or against – usually with work-life balance in mind. Continue reading All Work and No Play: Connecting the dots trends report – How the 9-5 model saps productivity
AI & Live Chat: a winning combination
Customers expect immediate results but they also crave the personal touch. Abbie Heslop of EBI.AI discusses how artificial intelligence (AI) can help to achieve the right balance. Continue reading AI & Live Chat: a winning combination
5 key criteria for elevating the work from home experience
Although we are all getting used to working from home now, there are still a few issues around it such as IT support and video sharing fatigue. As it’s going to be a while before we’re allowed back to offices full time– or ever, for those of us who like working from home for at least some of the week – Rob Carmichael, Collaboration Specialist at Avaya, has the following tips on how to get the best experience from home. Continue reading 5 key criteria for elevating the work from home experience
Give them the tools to do the Job
It’s long been acknowledged that motivated and engaged employees are the key to business success. Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff, so that they can support and nurture them. Andrew Tucker, Success Manager at Cirrus explains. Continue reading Give them the tools to do the Job