Omni-channel may sound like multi-channel with bells on, but it’s more than just a simple buzzword. Has your contact centre made the move yet?
At the time the term “omni-channel” entered the customer service lexicon, most industry professionals were still getting to grips with its predecessor, …
We’re currently right in the middle of the busy run-up to Christmas, and just about every retailer and consumer brand out there is no doubt feeling the heat. With a seasonal surge in sales comes an increase in foot and web traffic, stock shortages, and …
Today’s consumers have lofty expectations when it comes to customer service. Whether they’re getting in touch with a company via the phone, the web or a purpose-built app, they anticipate more or less instant access to information and support. And it just so happens that …
One of the great changes in consumer behaviour brought about by the digital age has been the rise of self-service solutions in almost every area of daily life. Whether they’re shopping, banking or simply getting from A to B, today’s customers tend to be perfectly …
Cloud computing has been a buzzword in the IT industry for a few years now, but it’s finally starting to move beyond the hype stage and find a place in mainstream organisations across all industries.
Indeed, Cisco’s recent Global Cloud Index, released last month, forecasts that …
It’s hard to remember the last time the IT world saw a paradigm shift as significant as the move to cloud. Almost overnight, organisations in just about every industry have swapped their on-premise data centres for cloud solutions and the promise of greater speed, agility …
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