GUEST BLOG: Whose data is it anyway? GDPR and the problem of data ownership
By Tony Pepper, CEO, Egress Software “GDPR is the new Y2K” was a phrase I heard multiple times during the first 12 months since its implementation. As the ICO continued to work through historical breaches under the Data Protection Act, there was certainly a sense that GDPR was all bark and no bite. Then its first anniversary was […]
GUEST BLOG: Creating an environment that motivates millennials
By Nazma Quarban, Chief Revenue Officer, Cognism By 2025, 75% of the global workforce will be made up of millennials; a shift that businesses need to prepare for in order to attract and retain workers. Forget about the misconceptions, millennial employees can be just as hardworking, spirited and loyal as any other generation; it’s all about how you […]
GUEST BLOG: Four questions organisations need to ask after a cyber attack
Cyber attacks are inevitable, but it’s how an organisation deals with them that can make or break their business. Have they got all the answers, and do they fully understand the implications? Can they be sure the attack won’t happen again? Swift and comprehensive incident response is a critical step to ensuring the future security […]
AI: It’s a new dawn, it’s a new day, it’s a new way of customer support and engagement
With headlines stating that AI will be ‘the death of the contact centre’, it’s understandable that Contact Centre Managers might feel like the world is against them. AI-driven technology is not new, in fact people been talking about it since the summer conference at Dartmouth College in 1956, where the attendees became leaders of AI […]
Practical steps to streamline processes, enhance customer experience and reduce costs
Ember are delivering an exclusive seminar where our experts will be exploring proven techniques for process optimisationand sharing examples of how our clients have delivered enhanced customer experiences, reduced costs and improved ROI. Read More…
GUEST BLOG: What is Customer Experience?
Peter Tetlow, Client Solutions Director, Ventrica The contact centre industry is continually evolving. A few years ago we were in the Customer Management industry. Now we have evolved to be in the Customer Experience industry. On the face of it, this rebranding of the industry shows that we look at things from the customer’s point of view […]
Befriending The Robot: How To Build Meaningful Relationships Using AI
It goes without saying that implementing automation in the contact centre improves customer service efficiency, but how does it affect the quality of your company’s customer relationships? The depersonalising experience of being funnelled down an automated IVR can leave customers feeling undervalued, especially if they have to repeat information given in the queue when their […]
Giosg Interaction Designer makes it easy for everyone to build and publish interactive content
Online customer engagement software provider Giosg introduces Interaction Designer, a new tool that enables companies to easily create and publish interactive content without coding. Users can build different interactive elements to engage and reach out to their website visitors or customers. “In such a dynamic and fast-paced world in order to succeed, businesses should be […]
Centralized or de-centralized WFM: 5 ways to strike the perfect balance
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations… In the past, workforce planning was often managed by local teams out in the field. However, […]
INDUSTRY SPOTLIGHT: SmartScribe
Fusion’s plug ‘n’ play application SmartScribe® shines a light in minutes on your customer interactions. Find out how. SmartScribe® from Fusion. Switch the lights on in minutes and learn what’s really going on between your agents and your customers. SmartScribe® is easy to deploy and brings relevant analytics from the get-go. Use your call and […]
