Although we are all getting used to working from home now, there are still a few issues around it such as IT support and video sharing fatigue. As it’s going to be a while before we’re allowed back to offices full time– or ever, for those of us who like working from home for at least some of the week – Rob Carmichael, Collaboration Specialist at Avaya, has the following tips on how to get the best experience from home. Continue reading 5 key criteria for elevating the work from home experience
It’s long been acknowledged that motivated and engaged employees are the key to business success. Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff, so that they can support and nurture them. Andrew Tucker, Success Manager at Cirrus explains. Continue reading Give them the tools to do the Job
The pandemic has placed culture under pressure. With lockdown an all too familiar expression, businesses cannot afford to adopt a passive approach to culture. Stephen Line, VP EMEA, Cloudera explores where to begin and what to do to reignite and drive team motivation. Continue reading Creating remote working success with a positive company culture
Access to talent, skills training and digital technology helped London-based global business services firm, VeriCall choose Scotland as a location to scale up its operations… Continue reading VeriCall finds the ideal home in Scotland to expand
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
“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
by Martin Taylor, Deputy CEO & Co-Founder at Content Guru… Continue reading 2021: a look into the homeworking contact centres of the future
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
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
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?
Customer expectations have changed hugely as a result of the global pandemic, placing more emphasis on the role of the contact centre than ever before. Amanda Riches, Senior Director of Professional Services EMEA at Medallia, discusses why now is the time to implement speech analytics into contact centre operations, to better understand the end-to-end customer experience and prevent customer churn… Continue reading Why speech analytics are key to contact centre success post-pandemic
Matt Parker, CEO of Babble explains why implementing flexible customer experience solutions has never been so critical… Continue reading The Value of Customer Loyalty at Times of Crisis
Why getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains… Continue reading Desktops, dashboards and human centred design for improved agent and customer experience
The use of artificial intelligence (AI) is a central element of the digital transformation process at the BMW Group. The BMW Group already uses AI throughout the value chain to generate added value for customers, products, employees and processes. Continue reading Seven principles for AI: BMW Group sets out code of ethics for the use of artificial intelligence
Fraud patterns are evolving quickly since the coronavirus outbreak. However, the recent introduction of PSD2 and Strong Customer Authentication has meant that liability switches from merchant to customer for fraudulent transactions. Rob Crutchington at Encoded discusses how the new payment rules benefit merchants in a volatile retail market. Continue reading Shifting liability for fraud from merchants to customers in contact centres