BLOG: Colin Hay, VP Sales, Intelecom UK looks at the advantages of smarter CRM… Customer relationship management (CRM) is a moving target of definitions and associations. Even full time professional industry watchers have to update their standard definitions to reflect the evolution of a market that Gartner forecasts will be worth $36.7 billion in 2017. Continue reading Why CRM Is Essential For Effective Contact Centre Engagement
Category Archives: Guest Content
The future of work is here
BLOG: According to Magnus Geverts at Teleopti, a ‘work from anywhere’ environment supported by Workforce Management (WFM) benefits customers, employees and the business… Continue reading The future of work is here
Q&A with Jeremy Payne, International VP Marketing at Enghouse Interactive
In this piece, Enghouse Interactive’s International VP Marketing, Jeremy Payne, talks about future market trends that are likely to impact the world of customer interaction and the new technologies that will help to facilitate them. He also evaluates the changing role of the contact centre over the next ten years… Continue reading Q&A with Jeremy Payne, International VP Marketing at Enghouse Interactive
Q&A with Alex Black, CTO at Enghouse Interactive
In this section, Enghouse Interactive’s CTO Alex Black discusses the company’s approach to acquisitions and what this means for customers and for the company’s solutions roadmap. He then goes on to evaluate key market trends that may impact the business in the future… Continue reading Q&A with Alex Black, CTO at Enghouse Interactive
In an age of automation, don’t write off people just yet
Technology will enhance, rather than displace, contact centre workers, argues David Rowlands, Contact Centre Sales Director UK and EMEA at 8×8… If you believe the hype, then the UK’s 376,000 contact centre and customer service workers will soon be out of a job. Continue reading In an age of automation, don’t write off people just yet
Very best customer experiences – the new competitive advantage
Jeremy Hamill-Keays of Teleopti takes a look at a favorite subject from a new angle… We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they’re all in a constant state of flux. This is nothing new. How companies are developing a competitive advantage has also changed. Continue reading Very best customer experiences – the new competitive advantage