2020 will be about analytics, Jonathan Wax from Nexedia tells us why… Continue reading How Analytics Can Unlock Value for Contact Centres in 2020 →

2019 was a big year for contact centre technology, and while advances continue thick and fast, so much has changed that pinpointing exact key trends is often challenging. The industry’s digital revolution is only growing in momentum, too. Continue reading 2019 in the contact centre: a year in review →

Leveraging partnerships is good for business but the channel landscape is changing. Tomorrow’s winners will truly engage with their partners says Rob Wiles at Puzzel. Here, he shares 5 top tips for building a supportive channel ecosystem. Continue reading What makes a good partner programme? 5 Steps to Success →

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Read on to discover 3 ways to master the art of simple sophistication… Continue reading 2020: Simple and smart, your best year ever for WFM →

Business Systems (UK) Ltd’s Scott Budding takes a look at four key transformation drivers your contact centre needs to prepare for… Continue reading Getting Your Contact Centre Prepared for Change in 2020 →

Matt Matsui, Chief Product Officer at Calabrio, explains that brands can build customer loyalty during this festive period by making customers feel important, heard and connected. And they can achieve that with a data-informed omnichannel experience, rather than relying too heavily on bots… Continue reading Human connection combined with bots – the best presence brands can give customers this holiday season →