While there is a growing need to record mobile calls, non-compliance of General Data Protection Regulation (‘GDPR’) could lead to substantial fines. Resilient plc is pleased to announce a new eBook to help guide organisations around the challenge. Continue reading Call recording and GDPR: a UK legal perspective →

Robotic Process Automation (RPA) is making waves with predictions ranging from the overkill that we are seeing the end of jobs as we know it, all the way through to businesses can expect a productivity revolution. Continue reading Cobotics: the future of work is a blended mix of the human and the bot →

Anxieties over automation are reaching new heights, with new figures from the Organisation for Economic Cooperation and Development (OECD) showing that 46 per cent of jobs are likely to be “significantly affected” over the next 20 years. But organisations looking to digitally transform should not forget about the needs of their employees, as human engagement will always remain an instrumental part of business. Continue reading Up-skilling workers is as important as updating technologies, says Aspect Software →

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders is, “what will happen to humans when AI takes over?” “Will AI eliminate humans in the contact centre?” On one side of projections, analysts cite a dismal future for the role of live agents in retail, with estimates of redundancy within the decade. These sensationalists, as I’ll call them, are more interested in evoking shock than they are in preparing customer experience leaders for the future. Continue reading Will AI eliminate humans in the retail contact centre? →

As the customer experience continues to evolve and omni-channel engagement becomes more commonplace, the appetite for automated customer self-service – such as text-based chatbots – is leading many businesses to take steps to deploy technologies to make this a reality. Continue reading Successful automated customer self-service can only be achieved through mastery of natural language processing, says Aspect Software →

Surely robots don’t get tired, can work 24/7, are fully skilled at what they are programmed to do, and don’t have any pesky motivational issues – so their productivity must always be consistently high? Absolutely not. This is according to Neil Bentley, Non-Executive Director & Co-Founder of ActiveOps, a leading provider of digital operations management solutions. Continue reading Robot productivity fluctuates just as much as human productivity does →