By Cédric Blum, Customer Care Expert, and Julien Rio, Marketing Director at RingCentral Engage Digital… Continue reading The benefits of empowering agents to go omni-digital →

Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it pays to focus on CSR (Customer Service Representative) well-being using automated Workforce Management to inspire and motivate staff. Continue reading 7 Steps to CSR happiness →

Business Systems (UK)’s Richard Mill on how Workforce Optimisation (WFO) could be a big help for city firms attempting to meet the FCA’s Conduct Risk Agenda… Continue reading The Cost of Risky Business →

As statistics reveal that digital channels are not much cheaper than traditional voice calls, Colin Hay at Puzzel goes in search of the truth and shares 5 top tips for boosting efficiency and cost-effectiveness in one go… Continue reading Are digital channels really any cheaper? →

by Iain Banks, Vice President for International Markets at TTEC… Continue reading How Emerging Technologies are Transforming Travel CX →

Will your online sales nosedive when PSD2 and SCA hit home from September 14? The fears are real. But it’s possible for merchants to prevent carts from getting abandoned — and even grow their business. Continue reading PSD2 & SCA: How can we save online sales? →