IoT Enabling Customer Experience For those who don’t know what Internet of Things (IoT) is, it is the interconnection of physical devices that are sharing information via the internet. The rapid growth of technology has impacted businesses on multiple different levels. IoT enables data sharing, security, inventory management, and increased efficiency and productivity at all…
What does a Contact Centre of the Future look like? Let’s go back 15 years where the average consumer typically used one or two touchpoints when buying an item. Today’s consumers use an average of up to six touchpoints, with half of them regularly using more than four. A contact centre of the future needs…
How to Improve your Customer Experience – Top 5 tips Customer Experience is not a “One Size Fits All” approach and businesses today has to be agile and flexible enough to adapt to ever changing consumer and market requirements. Consumers have adopted new ways of communicating, new ways of sharing information and most importantly they…
How to Effectively Manage a Remote Workforce – Top Tips Remote work took a sudden spike when COVID-19 hit the world and many organisations needed to adapt to the “new normal”. Organisations deployed different workforce models consisting of either a hybrid model (work from home and the office) or remote model (work from home). This…
What is the next step for contact centres? Digital Transformation has been accelerated during the COVID-19 pandemic and contact centres reached a vital turning point. The necessity of migrating contact centre agents, technical staff and management to working from home, still required huge reliance on providing adequate support and nurturing customer relationships. This meant a…
How to Create a Company Culture Where Productivity Can Flourish Many businesses are talking about building a productive workplace culture, but what does that really mean and how do organisations go about creating this type of environment? As a start, you need to define what productivity means to your organisation and identify the steps needed…
