Social machines reaching a ‘coming of age’
Machines capable of communication and interaction with their environments could greatly influence industry evolution, according to new research. The study, by growth partnership company Frost & Sullivan, explains that while technology has grown in leaps and bounds over the past 50 years, artificial intelligence and sentience is still a long way from replacing most human […]
Guest Blog: Al Cook: The year of the next-generation contact centre
Al Cook, Director of Product and Head of Contact Centre Business at Twilio, examines how the call centre industry will change in 2017 The current call centre experience doesn’t come without its faults. It would be safe to assume that most, if not all, people can relate to the frustration of trying to contact a business […]
Industry Spotlight: What are the top customer service strategies to service the contact centre of the future?
Recently Kura teamed up with the CCA to answer this very question. Through new, original research we asked the critical questions to understand where businesses were positioned today and their ambitions for the future. Our on-demand webinar by Arceeb Moughal, Director of Commercial at Kura, and Anne-Marie Forsyth, CEO of the CCA, highlights the […]
Forum Insight: 7 effective ways to feel the fear and network anyway
If you’re shy, don’t think that successful networking is out of the question. Molly Dyson offers top tips for the less outgoing. While working with Forum Events we’ve heard from many industry members that their job can be extremely isolating, especially if your position is the only one of its kind at your company. That’s […]
Guest Blog: Howard Williams: The conversation engine of the future
The clock struck twelve and 2016 ended to a collective sigh of relief. But what does 2017 have in store? The last twelve months laid down the groundwork for some exciting advancements in technology, with the prospect of virtual reality and voice operated assistants already poised to advance throughout the year. But what about developments […]
Industry Spotlight: Inside Call Centre technology
Aeriandi’s award winning voice security solutions deliver complete protection from the start to the end of every call. From call recording, archiving and PCI phone payments, to fraud detection and speech analytics, we’ve got you covered. Our software-as-a-service solution delivers industry leading functionality and security, without the need to ever install anything on site. […]
‘Smart Machines’ will enter mainstream by 2021, says Gartner
Intelligent automated machines are set to become the industry norm, according to boffins. IT research specialist, Gartner, believes the application of artificial intelligence and cognitive computing, or ‘smart machines’ will become an increasingly regular sight in the next decade. Smart machines are defined by Gartner as technology capable of learning on their own and adapting […]
7 ways Generation Z will change the working world
A new study has revealed a number of key ways that the next generation of workers will affect the landscape in 2017. Traditionally described as being born between the mid-1990s and early 2000s, ‘Generation Z’ represents the new wave entering the workforce this year. Communications specialist 8×8 has released a study in which full-time and […]
EE brings 1,000 jobs to UK & Ireland
100% of EE customer service calls will now be answered within the UK and Ireland as the company has created over 1,000 jobs in the last year. The announcement follows parent company BT’s announcement of introducing 500 more positions to tackle increased customer demand. Unlike its parent company, EE is among the least complained about mobile companies […]
Top tips for workplace recovery
Business continuity is critical for building resilience within your company by allowing you to work through a disruption and giving you time to recover. Most understand the need for business continuity, but it’s often seen as too expensive or time consuming to address, but this doesn’t need to be the case. IT and recovery specialist […]
