3 ways that AI is Improving the Customer Experience
Artificial Intelligence (AI) has been a leading trend in technology for years, and in 2021, this has become an essential part of a compelling customer experience strategy. AI is showing exponential power in providing hyper-personalized experiences and leveraging data with great power and efficiency. A customer experience report on the Future of Work from Robert Half showed […]
How to ramp up your Contact Centre’s Digital Transformation Strategy
In a post-pandemic world, the new normal will require you to deploy the right technology in the right environment, at the right time. Your digital strategy will, therefore, need a streamlined approach to meet the ever-changing demands of your customers. While work-from-home is likely to remain in place for many companies (at least for the […]
What is Anywhere Operations?
The global pandemic not only shook the status quo in how businesses respond to infrastructure changes, but it completely altered the landscape of essential business processes. The massive shift to online operations has made flexible infrastructure an imperative. Traditional methods of processes have been cast aside, and as we continue to analyse workplaces in a […]
What Gartner’s 2021 top 9 strategic trends means for global and local markets
While 2020 brought new, unprecedented times with it, the one consistency that we’re thrilled to see is the annual technology predictions from Gartner. The strategic trends that Gartner outlines echo the inner happenings of the industry, and in 2021, the top 9 strategic trends that companies need to explore will catapult traditional environments into new […]
What is cybersecurity mesh
As hackers continue to find innovative ways to exploit vulnerabilities, online security needs a more modular and diverse approach. With the expansion and complexity of devices and processes connected to the internet (IoT) and the increasing number of access points for hackers, companies need to be more compliant than ever before. In its 2021 Tech […]
6 best practices for creating effective surveys
Whether you’re running employee evaluations or customer feedback, an effective survey strategy will ensure you collect the right information to make effective change within your business. To keep your surveys on track, here are 5 of our tips and tricks for creating great surveys. 1. Short and Sweet Instead, separate your surveys into different themes, […]
Are you utilizing these five contact center trends?
The contact center landscape is rapidly shifting due to the increased access to innovative technology. Realigning the customer experience as a focal point within businesses has remained a top priority heading into 2021. Indeed, with unified communications (UC) being one of the key driving factors of innovation in call center technology, some trends and insights […]
Total Experience Vs Customer Experience: Why it matters in 2021
Think about the last time you had a great experience as a customer — remember the ways that experience left you feeling. Now do the same for the last time you had a poor experience as a customer. This time think about the last time you had a great experience as an employee — remember […]
Are you utilizing these five contact center trends?
The contact center landscape is rapidly shifting due to the increased access to innovative technology. Realigning the customer experience as a focal point within businesses has remained a top priority heading into 2021. Indeed, with unified communications (UC) being one of the key driving factors of innovation in call center technology, some trends and insights […]
3 Management Techniques to Use in Call Centers in 2021
This era’s contact center experience is filled with unprecedented challenges ranging from remote working to increased real-time behaviour analysis, all in an increasingly competitive environment. Through smart technology, contact centers can hope to achieve significant improvements in their employee and customer experience journeys and their business intelligence environment. Let’s dive into the management techniques you […]