Are you frustrated by the lack of collaboration between the big tech companies and their workplace technology?
By Rob Quickenden, CTO, Cisilion Well, all that is about to change when it comes to workplace collaboration. Microsoft might dominate with Microsoft 365 and Teams, but there are still many companies that have huge investments in other meeting platform technology like Cisco Webex and Zoom. For years Cisco dominated enterprise video, but since the […]
Business Decision Makers: Their CX concerns, and how to resolve them
By Dan Burkland, President at Five9 As the cost-of-living crisis forces customers to tighten their belts, effective and receptive customer service remains the key to maintaining success. Focusing on customer experience (CX), even through periods of economic instability, can increase a company’s profitability by up to 2% and shareholder return by up to 10%. Business leaders are now […]
Cybersecurity trends to watch out for in 2023
Tyler Moffitt, Senior Security Analyst, OpenText Security Solutions, talks about the impact of geopolitical tensions and inflation on cybersecurity and 3 other key trends that will impact the cyber and tech landscape in the coming year… Small-Medium Sized Businesses (SMBs) will need to do more with less and cyber resiliency will be more important than […]
Peak season delivery is more complex than ever: Here’s how to address the critical CX challenges and more
By Andrew Tavener, Head of Fleet Marketing EMEA, Descartes With the holiday shopping season fast approaching, retailers are bracing for the logistical and customer service challenges that accompany peak season volumes. This year, though retailers face added complexity as they continue to struggle with inventory issues, staff shortages, and ongoing supply chain disruptions – not […]
The importance of CX in the retail industry
There’s no denying that the past year has had a huge impact on the retail industry, from supply chains to customer service. With stores closing their doors and e-commerce booming, retailers had to adapt their processes rapidly to meet new customer behaviours and needs. Retail technology saw a boom, click & collect became more popular […]
INDUSTRY SPOTLIGHT: The benefits of offshore outsourcing
We live in a connected global village and businesses are expanding their search for expertise beyond their country’s borders to benefit from global business services. Offshore outsourcing benefits businesses by allowing them to relocate office jobs to countries with lower labor costs but equal expertise, like South Africa. Benefits of offshore outsourcing Reduce capital costs […]
The #6 benefits of outsourcing
By Woven #1 Reducing cost is probably the obvious reason why businesses outsource their customer contact centre, but there are many more incredibly valuable benefits of partnering with a specialist outsourced contact centre provider. So, what are they? #2 Trained Staff Always Ready and Available Outsourcing provides trained professionals right at your fingertips. It takes […]
The benefits of live chat on your website
Live chat used to be a “nice to have” service offering, Today, more than 41% of customers expect live chat on your website and more than half of all customers prefer to chat with someone in real-time and online. It gives customers a way to reach you at the exact moment that they have questions or problems they can’t […]
Heralding the new age of the chatbot
By James Stokes, Enterprise Team Lead UKI, Infobip When people think ‘robot’ they may visualise a 1960s-style sci-fi creation, but today’s robots come in many forms. And although many of these may be invisible to consumers in the form of chatbots and automated services, they are forging the way for a new era of customer […]
OPINION: A new era of customer service for brands
By Eric Leboeuf, Director of Strategic Channel Partnerships at Infobip The pandemic has altered the customer experience landscape indefinitely. Consumers are demanding, unforgiving and know what they want – and contact centres have transformed how they operate in tandem. As the world migrated from offices to home and ‘Zoom’ became 2020’s most prevalent eponym, a new […]