Decision-makers are increasingly aware of the term DevOps (development operations) and the potential impact it can have on enhancing business operations. This signifies a shift in how business and technology will more effectively work together in the years to come.…
The coming year will be characterised by convergence and simplicity: in devices, software, and how companies interact with their customers. Everything points to a massive change coming. We have seen significant shifts in technology and how it is used over…
Technological advances are occurring that allow for full integration between communication systems and workflow tools. These advances will engender significant changes in the way companies do business – internally and with all business partners. But an organisation’s ability to take…
A few years ago most consumers would refer to a call centre – a term which reflected the fact that the majority of brand interactions centred around voice calls. Today, thanks to the surge in digital communication across the world,…
Exceptional customer service is the holy grail of business. Communication and marketing teams around the world focus on this key element. Yet, exceptional service remains elusive and often problematic for many. A key reason is the inter-play between technological evolution…
The quality of the consumer’s contact centre experience defines a significant portion of overall brand value – far more so now than was the case a few years ago. For most brands the defining contact centre challenge is to move…
The most significant communication trend to emerge in 2011 was mobility, which is beginning to drive major changes in the way the global economy operates. There are other important development emerging that demand attention, however my best bet is it…
It is not only possible but very beneficial to run an organisation with various businesses or business units – situated in disparate geographic locations – using an ERP system for back-end functions and a single communications platform. This scenario is…
Contact centre legend has it that the centres we recognise today originally stem from the Automatic Call Distributor (ACD) system developed in 1973 by US firm Rockwell, to allow Continental Airlines to run a telephone booking system. While research reveals…