The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the …
Contact Center Industries
Breakfast seminar: transforming your contact centre
We recently held the first in a series of breakfast seminars outlining the current challenges being faced by customer contact teams. The event, held in the beautiful setting of Tower Bridge aimed to provide insights on how organisations can transform their contact centres to remain …
Easing automation anxieties through up-skilling
Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting …
AI will shape the future of digital banking
With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings.
This creates a challenge …
Why Voice Authentication Can Help Financial Institutions Deliver Better Customer Service
Banking customers have long been had to provide passwords or PINs to access their accounts. It’s just part of the process, and they understand it’s a necessity for information and account security. Of course, they’ve also had to deal with the challenges of forgetting them …
Leading analyst house recognises us as market leader for contact centres in the cloud
Ventana Research, leading business and technology research and advisory services firm, has named us as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud.
We came second in the overall ranking and ranked number one in total cost …
T-Mobile: No Bouncing, No Bad Bots, No BS
Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix? Turns out, a full revamp of their customer service as …
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are …
“It’s Complicated” (But Aspect has an answer to multichannel forecasting)
In 1917 Danish mathematician A.K. Erlang developed a model for predicting how many circuits the telephone company would needed to serve the city of Copenhagen. The model became known as Erlang C and eventually became the mathematical foundation for both automated and manual forecasting models …
Staff Burnout and Technology – The Perfect Pair
It’s no secret that physician burnout is a major issue.
Medscape’s National report on Physician Burnout and depression found thatnearly two-thirds of U.S. physicians report feeling burned-out, depressed or both and of the physicians who reported burnout, 56% chose “an excess of bureaucratic tasks” as a …