5 Minutes With… Greg Garnett, Technology Director, Darwin Technology Solutions
With AI, cloud platforms and automation creating more choice than ever for contact centres, identifying the right technology (and the right partner) can be as challenging as it is exciting. We caught up with Greg Garnett, Technology Director at Darwin Technology Solutions, to discuss what ‘fit’ really means when selecting new technology, why good procurement […]
Features impress. Fit makes the difference
Contact centre technology can do more than ever. AI, automation, omnichannel platforms, analytics and workforce tools are creating genuine opportunities to improve customer experience and make operations more efficient. The challenge is not finding an impressive platform. It is deciding which one will deliver in your organisation. A strong demo can show what a technology […]
Contact Centre Knowledge Management Best Practices: Keeping agent information accurate and useful
Launching a new knowledge-management platform can feel like a major achievement. The content has been migrated. Search is working. Agents have been trained. The new system is live. Then the harder part begins. Products change. Policies are updated. New customer questions appear. Experienced employees develop workarounds. Old articles remain searchable long after the information they […]
CX Transformation Event: The Age of AI
Join Kerv for a practical and insightful half-day event focused on the future of customer experience. Discover how AI innovation, real-world transformation stories, and live technology demonstrations are helping organisations redefine customer engagement. Wednesday 14th October, Lowry Manchester, 09.30 – 13.00 Why attend? Register your place today.