17 March 2020
Protect your contact centre employees against coronavirus with a flexible working solution
With the number of cases of Coronavirus in the UK increasing, many companies are reviewing…
12 February 2020
Is your contact centre’s reporting tool current and fit for purpose?
The Old Days I’ve been in the contact centre industry for over twenty years starting…
12 December 2019
Are Card Payments your weakest link?
Card data breaches can severely damage your brand’s reputation. Figures from UK Finance confirm that…
26 March 2019
Excuse me, do you speak English?
Having spent fifteen years in international roles launching tech products of various kinds (mainly those…
29 November 2018
Measuring ROI for your conversational AI
Artificial Intelligence is the buzzword of the contact centre industry, and it’s not going anywhere!…
29 November 2018
Banishing poor customer experience – getting omni right!
We have all had our fair share of bad call-centre experiences. There’s an expectation and…
10 September 2018
Winning with AI – a glimpse into the retail banking industry
Bank branches have seen a modest decline over the past few years, thanks to the…
31 August 2018
The case for SMS as a channel in your contact centre
We spend ‘hours’ on our smartphones texting every day, so why aren’t contact centres leveraging…
8 August 2018
Demystifying the difference between a chatbot and artificial intelligence (AI) in the contact centre?
Artificial Intelligence (AI) plays an instrumental role in the evolution of customer service and the…
2 July 2018
How do you personalise the customer experience (CX) with artificial intelligence (AI) and omni-channel?
How we interact with customers has changed significantly over the past decade and looks set…
6 April 2018
How to choose a cloud contact centre vendor
Cloud-based solutions are becoming the technology of choice for a wide range of contact centre…
9 March 2018
Function defines form
In a previous post, we looked at what was driving adoption of cloud contact centre…
