Digitalisation is a double-edged sword. While it makes life easier by automating processes and helping consumers to self-serve, some might argue it offers too much choice. Colin Hay says it’s time to stay calm and carry on with a five-point plan for super-connected customer experience. Continue reading 5 Point Plan for Super-Connected CX
Category Archives: Guest Content
Greater Insight Is an Attainable Contact Centre KPI
Richard Mill from Business Systems (UK) explains why better visibility of team delivery is invaluable for call centre managers to run day-to-day operations smoothly and efficiently… Continue reading Greater Insight Is an Attainable Contact Centre KPI
The benefits of empowering agents to go omni-digital
By Cédric Blum, Customer Care Expert, and Julien Rio, Marketing Director at RingCentral Engage Digital… Continue reading The benefits of empowering agents to go omni-digital
ITU findings challenged in latency whitepaper by Spearline
Spearline, a network intelligence company in the telecommunications industry, has launched a whitepaper for contact centres on the impact of voice latency on business growth. Continue reading ITU findings challenged in latency whitepaper by Spearline
7 Steps to CSR happiness
Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it pays to focus on CSR (Customer Service Representative) well-being using automated Workforce Management to inspire and motivate staff. Continue reading 7 Steps to CSR happiness
The Cost of Risky Business
Business Systems (UK)’s Richard Mill on how Workforce Optimisation (WFO) could be a big help for city firms attempting to meet the FCA’s Conduct Risk Agenda… Continue reading The Cost of Risky Business