When it comes to maximising the true value of an organisation’s data, many business leaders are quick to turn to the IT team to deliver solutions that will turn disparate siloes of Excel spreadsheets into meaningful insights. However, at best, this will result in your data project falling into the dreaded IT implementation queue, at worst, the solution that’s delivered is not fit for purpose. Continue reading When is the right time to enlist the support of IT when it comes to data? →

Patrik Vesterberg of Teleopti explores the value of WFM data to drive effective CX strategies… Continue reading Data is everything in the new era of customer service →

Richard Mill from Business Systems looks at why achieving a blended solution is a business imperative for all customer-facing businesses… Continue reading Workforce Blending = Better Customer Experience and Business Efficiency →

Contact centres are still wasting precious time on administration instead of servicing customers. Colin Hay at Puzzel believes the answer is, quite literally, staring you in the face. Here are 5 tips for improving the customer experience using the latest agent desktop applications. Continue reading Is on-screen clutter getting in the way of good customer service? →

From experience Teleopti believes successful companies start with inspired people and here CEO, Olle Dűring outlines 7 winning strategies to make your organization a great place to work… Continue reading Evolving employee engagement with Workforce Management (WFM) →

According to Colin Hay, eliminating waste is a bit like clearing out the loft, you see what matters and you feel a whole lot better for it! In the first of a new blog series, he shows how to re-energise the contact centre by applying the Japanese principles of Kaizen™. Here are five ways to ‘Target Zero Waste’ Continue reading Why Kaizen™ and contact centres are perfect partners →