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 →

AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). Henry Jinman says it pays to tread with caution, despite all the success stories and shares his top 3 Tips for before you begin. Continue reading Using Artificial Intelligence to build a great future for CX →

Business Systems’ Will Davenport on what financial services firms can expect in 2020… Continue reading The Growing Influence of Enterprise Information Management, Cloud and Analytics in the Coming Decade →

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 →

Rapid change in the contact industry may seem overwhelming but a great place to start 2020 is with people, partners and technology. That’s the message from Thomas Rødseth as we welcome in a new decade… Continue reading Puzzel’s Top 3 Predictions for Contact Centres in 2020 →

According to research from Salesforce, 80% of customers say that the experience a company provides is as important as its products and services. It is now more vital than ever for contact centres to be able to cope with high levels of demand, because customers are demanding better experience from every service. Contact centres need to be reachable anytime, anywhere and by any means.

Continue reading Stay ahead of the game with high volume contact handling →