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The true cost of a poor customer experience, and what it means for your contact centre

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Over the course of the past year, the contact centre has been changed forever, with social distancing requirements meaning that familiar methods of face-to-face contact are now unavailable. In light of these shifts, social media, video and email contact are now regularly utilised as the primary channels for customer queries – a trend that we have seen on the rise for some years now. Between March and November 2020, we saw a significant update in the use of online channels, with 54% of organisations reporting an increase in email contact, 52% reporting an increase in social media, and 65% reporting an increase in the use of web chat.

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Ensuring home working benefits staff, families and organisations alike

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There's no doubt that home working is here to stay. While it may have initially been deployed at large scale out of necessity, in response to COVID-19, it is clear that we are witnessing the dawn of a fully distributed workforce. However, as organisations continue to invest in new solutions to drive this change, it's important to remember that these are still the early days. We've never seen home working at this sort of scale, which means we need to establish a new standard of best practice and - equally importantly - the technology to support this.
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How video calling has evolved… and where it’s going next

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Over the past few months, video calling has exploded in both our personal and professional lives. We not only rely on regular calls to stay connected with our loved ones during this time of lockdown, but have come to depend on it as a primary mode of communication at work, in order to maintain the same standards of collaboration and interaction that we experienced in the office. Indeed, the number of people using video calling on a regular basis has increased by 87% over the past two years[1], and shows no sign of slowing down.

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Student-focused IT solutions for the education sector

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Technology is omnipresent in young people's lives and is opening up new channels of learning across the education sector, with pupils, students and st...

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How technology enables organisations to be more agile

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Although 'agile' has become a hype word, it is an important concept that organisations should strive to achieve in a world of continuous change and uncertainty. Being agile enables organisations to be more adaptive and reactive to the changing market, allowing them to respond quickly to customers' demands to keep a competitive edge.
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How your organisation can be more flexible

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In today's competitive environment, being flexible is a fundamental part of any business strategy to survive. To be flexible, organisations must make the necessary changes needed to respond effectively to the changing market. One simple way organisations can increase their flexibility is by using the innovative technology solutions and services that are available.

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AI and Big Data

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In 2019, we worked with a customer who owns and operates a mine in Mozambique to help them identify their key business objectives and advise them on how to succeed on these. Throughout our discussions with them, we defined the below key objectives:

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