James Stokes, Enterprise Team Lead UK & Ireland at Infobip discusses his top five communications and technology trend predications for 2022… Continue reading The communications trends that will shape 2022 →

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations… Continue reading How to embrace the double-edged expectations of your customers →

As life returns to normal, now is the perfect opportunity for employers to re-think their workforce strategy. Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment… Continue reading How Generation Z employees will save the world →

Eric Leboeuf, Director of Strategic Channel Partnerships at Infobip discusses how, contact centres, over the past 18 months, have adapted and pivoted to pave a new roadmap for customer service… Continue reading The New Contact Centre Roadmap →

In our last two blogs, we introduced the concept of adding simplicity to the contact centre and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programmes and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions… Continue reading Contact centres simplified: 3 ways to turn theory into practice →

Conversational AI in the financial sector is transforming the industry. With AI and chatbots, banks can scale their customer service and provide high-quality, fast responses for their customers on multiple channels. Scalability is a key differentiator in digital transformation, enabling established banks to keep up with new competitors. Continue reading How e-bot7 is shaping the FinTech sector with the use of Artificial Intelligence: Changes of the Finance and Fintech industry →