By Martin Taylor, Deputy CEO at Content Guru… Continue reading Five reasons contact centres are moving to the cloud right now (or should if they aren’t already) →

When unexpected events occur and customer demand increases what can companies do to smooth out the resulting peaks and troughs? Henry Jinman at EBI.AI outlines four ways conversational AI can help and shares a real-life example. Continue reading Artificial Intelligence: first aid for companies in challenging times →

The COVID-19 pandemic has required many business leaders to reconsider how to make a success of remote working. With increased pressure from customers and unpredictable call volumes, managing and motivating key contact centre workers are especially challenging. Børge Astrup, CEO of Puzzel discusses how integrated Workforce Management (WFM) can help. Continue reading Remote Working – 5 Steps to success with integrated Workforce Management →

Sabio Group, one of Europe’s leading independent customer experience and contact centre innovators, has highlighted what it sees as the five key characteristics of best practice Virtual Assistant solutions. Continue reading 5 key characteristics of successful Virtual Assistant solutions →

With Contact Centres all over the globe facing the reality of home working for the foreseeable future, real-time adherence is going to be vital to protect service levels… Continue reading Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely →