Preparing Your Contact Centre for a Complex 2020
Business Systems (UK) Ltd’s Scott Budding looks at major drivers of change that our industry should be getting ready for…
Digital Transformation
Does Digital Really Exist Or is it about the CX?
Digital transformation is the latest trend that every organisation, in every sector, wants a piece of. In the customer management…
What is a Single Customer View? Why Should You Care?
Imagine if, when you talked to a friend on the phone, you forgot everything you knew about them from your…
The World is Going Digital And There’s No Escape
The world is going digital. And there’s no escaping it. Disruptive times lay ahead. And for those willing thrive with…
What is Digital Transformation in the Contact Centre?
We now live in a world where our fridges can order food, our wearables can track and analyse our exercise…
Digital Transformation in Contact Centres. Millennial Skill Gap?
Digital transformation in the contact centre – Is there a millennial skill gap? By Nigel Dunn, MD EMEA North, Jabra…
UK Companies Struggle to Support Digital Self Service
New Calabrio Survey Finds UK Companies Struggle to Truly Support Digital Self Service Findings show a lack of comprehensive omnichannel…
3 Steps to Deliver Contact Centre Transformation
The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying…
Digital Means Contact Centre Solutions Are for Everyone
Altitude Releases E-book On Why Digital Transformation Means That Contact Centre Solutions Are for Everyone Now Start-ups and small/medium enterprises…
Digital Transformation in the contact centre workplace
Digital Transformation driving the need for digital workforce management solutions According to Back Office Workforce Optimisation pioneer, eg solutions, Digital…
Digital Transformation Imperative for the Contact Centre
Research Underscores Digital Transformation Imperative for the Contact Centre – Global web event with Genesys and guest independent research firm…
Customer service in the digital transformation era
Customer service in the digital transformation era – Article by John Crossan, Vice President, EMEA, Zendesk Anyone working in customer service…