Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done? We sent our reporter, Holly Frost, to find out … Continue reading Saving Christmas from the Contact Centre of Doom →

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru… Continue reading The insider’s guide to WFM →

Process expert Will Davenport explains why firms need to achieve automation excellence with back office processes… Continue reading How Robotic Process Automation Can Help Create Real Value →

It’s time to discard the minutiae and start focusing on the future according to Dave Hoekstra. In his latest blog Dave explains that while human automation might be new to some, to others technology has been automating processes for many years. Continue reading Human Automation – What’s new? →

Business Systems UK’s Will Davenport says call centre workforce management is not only about planning and managing your workforce – it’s also about empowering your people… Continue reading Workforce Management Keeps Employees Engaged →

Martin Taylor, Deputy CEO at Content Guru, explores how AI applications like Natural Language Processing and image recognition are already revolutionising the delivery of customer service… Continue reading From hype to reality: AI in the contact centre →

With the end of 2019 fast approaching, now is a good time for organisations UK-wide to focus on the technology trends they can leverage to enhance customer satisfaction while meeting their own business objectives for the year ahead. Continue reading Five predictions for 2020, by Paul Whitelam, SVP, Global Marketing, ClickSoftware →

Despite the power of Artificial Intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist… Continue reading 5 questions to ask before putting AI into practice and a checklist for success →

Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philip at Teleopti as industry statistics reveal four in every five contact centres are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM. Continue reading Is technology holding you back from delivering exceptional customer service? 5 ways to buck the trend →

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences… Continue reading A 5-point plan for the new era of Customer Experience Intelligence →