Guest Post by Mari Nilsson Björkman, Global Communication Industry Lead & Marketer at SAS… Continue reading 8 ways IoT is redefining the telecommunications ecosystem →

Measuring all-round performance should be a continual process. In Teleopti’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value… Continue reading Setting new standards for success – 5 steps for redefining KPIs →

With businesses around the world under increasing pressure to maximise workplace productivity, reduce expenditure and improve their bottom line, the need to enhance efficiencies across all staff and departments is crucial. However, for staff to excel in their roles and work together effectively they need access to the right tools. Continue reading Cloud-based workforce management software will be key to future business success, says Aspect Software →

Five ways training can make a difference and unlock the true potential of your contact centre by Colin Hay at Puzzel… Continue reading Are you getting the most from your technology? asks Puzzel →

Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to serve customers and agents. Colin Hay at Puzzel takes a closer look at the top three uses for Chatbots… Continue reading What role will Chatbots play in 2020? →

The first Directors Club breakfast briefing seminar of 2019, in partnership with TTEC, saw Simon Rainbow (VP at TTEC) look at how you can blend talent and technology within the evolving customer care space, specifically to support the millennial generation… Continue reading Blending Talent & Technology: Evolving Customer Care For The Millennial Generation →