by Martin Taylor, Deputy CEO & Co-Founder at Content Guru… Continue reading 2021: a look into the homeworking contact centres of the future →

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”… Continue reading Look forward not back: 4 ways to future-proof your contact centre →

There’s no denying that digital transformation has been accelerated by the COVID-19 pandemic. As businesses have transitioned to a mix of on-and-off-site working, they have also relied more on cloud computing as a way to access and store data – data that may be sensitive or business critical. Many businesses have chosen to adopt a private cloud model for at least some of their cloud deployments because it is supposed to offer higher security levels. However not all private cloud solutions offer the same level of security. Continue reading 5 key security points to consider for when choosing a private cloud solution →

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI)… Continue reading What came first COVID-19 or poor customer service? →

Customer expectations have changed hugely as a result of the global pandemic, placing more emphasis on the role of the contact centre than ever before. Amanda Riches, Senior Director of Professional Services EMEA at Medallia, discusses why now is the time to implement speech analytics into contact centre operations, to better understand the end-to-end customer experience and prevent customer churn… Continue reading Why speech analytics are key to contact centre success post-pandemic →

Matt Parker, CEO of Babble explains why implementing flexible customer experience solutions has never been so critical… Continue reading The Value of Customer Loyalty at Times of Crisis →