Category Archives: Guest Content

5 key criteria for elevating the work from home experience

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

Future-proofed remote working: a checklist for readying your contact centre

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

“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

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

Why speech analytics are key to contact centre success post-pandemic

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

Seven principles for AI: BMW Group sets out code of ethics for the use of artificial intelligence

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

Shifting liability for fraud from merchants to customers in contact centres

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