Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents… Continue reading Five ways to connect with employees in the world of remote and hybrid work
Category Archives: Guest Content
Calabrio paves the way for South Africa’s cloud contact centre WFO journey alongside AWS Cape Town launch
As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region.. Continue reading Calabrio paves the way for South Africa’s cloud contact centre WFO journey alongside AWS Cape Town launch
How CX Leaders Build Micro-Moments by Empowering Agents
Laura Bassett, Vice President of Product Marketing at NICE – All too often, when a customer proactively engages with a company to ask a question, address a problem, or make a change; they are met with friction. Difficult-to-navigate apps, long wait times, and lacklustre chat bot responses are just a few of the examples where friction ultimately creates a negative experience despite a customer being willing to engage. Continue reading How CX Leaders Build Micro-Moments by Empowering Agents
Remote working is a risky business – but doesn’t have to be with secure card payments
As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments… Continue reading Remote working is a risky business – but doesn’t have to be with secure card payments
Poly Identifies Twelve Considerations for Navigating Hybrid Working
Poly published a new report titled The Journey to Hybrid Working: Twelve Considerations, in partnership with workplace research platform WORKTECH Academy. The new report explores twelve considerations for companies to navigate hybrid working, and identifies the key challenges around people, technology, and spaces that employers face. Continue reading Poly Identifies Twelve Considerations for Navigating Hybrid Working
Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout
PCI Pal®, the global provider of secure payment solutions, today releases a comprehensive white paper with Servadus, and Verizon Business Group, Professional Services, mapping the contact centre landscape over the past few years and taking a look ahead as the industry moves to adopt new payment security standards. Continue reading Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout