As technology continues to transform the ways companies and customers interact with each other, Geoff Land, Managing Director of contact centre and workflow technology provider Infinity CCS, looks at what contact centre and customer experience professionals will be focussing on in 2019. Continue reading Back to basics for 2019 →

By Claire Sporton, SVP CX Innovation, Confirmit… Continue reading 2019: The year that Customer Experience becomes “do or die” →

Guest Post by Kai Grunwitz, Senior VP EMEA, NTT Security…

Artificial intelligence (AI) is no longer the stuff of science fiction films. It’s already here, driving a Fourth Industrial Revolution that promises to radically reshape the world and society we live in. The changes for the way we live and work is more disruptive than anything since the industrial revolution. Continue reading A false sense of security: why it’s time to get real with AI →

CX solutions leader Sabio expects there to be an increased focus on AI, Augmented Human Interactions and Voice of the Customer if organisations are to succeed in delivering brilliant customer experiences each and every time. Continue reading Customer Engagement set to get smarter in 2019 →

For many businesses, paid overtime is very much part and parcel of the organisation and how it operates. However, excessive amounts of overtime payments can be a scourge on a company’s bottom line and must be minimised wherever possible. According to Aspect Software, solving this problem requires businesses to manage their workforces more effectively through the use of technology, especially with the busy Christmas period now in full swing. Continue reading Eliminating the scourge of overtime requires businesses to do more to drive workplace efficiency, says Aspect Software →

Sales of cloud-based Workforce Management (WFM) solutions are on the rise and Olle Dűring, CEO at Teleopti outlines five reasons for contact centres to make the move to cloud without delay… Continue reading WFM in the cloud: Five reasons to make the move →