Lockdowns forced contact centres to switch to remote working overnight. While interim technology solutions may have met immediate needs, they aren’t necessarily the right fit for the long-term. Jeremy Payne, Group VP, Marketing and Alliances, Enghouse Interactive looks at how contact centres can future-proof their remote working strategy, with a checklist of the areas to focus on.
Continue reading Future-proofed remote working: a checklist for readying your contact centre
Category Archives: Guest Content
“Mobile Messaging is the key to maintaining and increasing customer engagement,” says mGage
“In a year filled with uncertainty, businesses have had to adapt the way in which they operate and as such communication and customer engagement has seen increased demand and significant change. Multiple device use has played a pivotal role in keeping businesses and consumers up to date, making mobile messaging a vital tool for the future success of any business in this new economic climate,” says Nick Millward, VP Europe at mGage… Continue reading “Mobile Messaging is the key to maintaining and increasing customer engagement,” says mGage
2021: a look into the homeworking contact centres of the future
by Martin Taylor, Deputy CEO & Co-Founder at Content Guru… Continue reading 2021: a look into the homeworking contact centres of the future
Look forward not back: 4 ways to future-proof your contact centre
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”… Continue reading Look forward not back: 4 ways to future-proof your contact centre
5 key security points to consider for when choosing a private cloud solution
There’s no denying that digital transformation has been accelerated by the COVID-19 pandemic. As businesses have transitioned to a mix of on-and-off-site working, they have also relied more on cloud computing as a way to access and store data – data that may be sensitive or business critical. Many businesses have chosen to adopt a private cloud model for at least some of their cloud deployments because it is supposed to offer higher security levels. However not all private cloud solutions offer the same level of security. Continue reading 5 key security points to consider for when choosing a private cloud solution
What came first COVID-19 or poor customer service?
Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI)… Continue reading What came first COVID-19 or poor customer service?