Why getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains… Continue reading Desktops, dashboards and human centred design for improved agent and customer experience →

The use of artificial intelligence (AI) is a central element of the digital transformation process at the BMW Group. The BMW Group already uses AI throughout the value chain to generate added value for customers, products, employees and processes. Continue reading Seven principles for AI: BMW Group sets out code of ethics for the use of artificial intelligence →

As lockdown continues to ease, it pays to keep an eye on the pennies. Thomas Rødseth at Puzzel outlines 5 ways to achieve all-round efficiencies in customer service… Continue reading Mastering the art of cost-saving in customer service →

Can Artificial Intelligence (AI) really deflect calls away from the contact centre? This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer. Continue reading AI to the rescue: first aid for busy contact centres in local government →

Gartner calls ‘hyperautomation’ the most important of the top 10 strategic technology trends for 2020. Is it worth the hype? The short answer is, “Yes.” Continue reading Jumpstarting the Hyperautomation Journey with Intelligent Automation →

Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. Continue reading 3 ways to embrace the evolving world of remote work →