Flexible scheduling: A triple-win for businesses and their employees

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Flexible working has become a fixture of the professional world. Flexible and short-term working arrangements have proven popular amongst staff in many industries, and shift scheduling has moved on from a ‘top down’ command-type arrangement into a two-way conversation between managers and employees.

The emerging generation …

Future success reliant on cloud-based workforce management software

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Cloud technology for implementing and administering workforce management (WFM) technology is becoming increasingly important to businesses that are under pressure to maximise workplace productivity, reduce expenditure and improve their bottom line.

In our current economic climate of uncertainty and instability, all processes need to be managed …

Traditional comms channels: a last resort for consumers?

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The humble telephone has been a fixture of the customer engagement experience for many decades. It’s still a hugely important piece of the puzzle, but the evolution in mindset of the younger generation means that it’s now becoming a last resort rather than a first …

Consumers increasingly comfortable with human-mimicking robots in customer service

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As advanced technologies with machine learning capabilities become more and more commonplace and the general public become more accustomed to interacting with these types of technologies and virtual assistants – such as Amazon Alexa and Google home – more organisations are looking at how they …

The customer service advancements worth paying more for

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Disruption to traditional business models in recent years has meant that today’s consumers are more demanding than ever – they expect to able to access services instantly through intuitive apps and experience great service at the same time – and, why shouldn’t they? Technological advancements …