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Future Proofing Customer Contact - Enable Always-on CX For The Always Connected Customer Businesses need a strategy that not only needs to support and manage crises like the current Coronavirus pandem ... -
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Top 5 ways contact centres are innovating today for long-term CX success Staring down the possibility of indefinite shop and outlet closures, extended stay-at-home-orders, and ongoing social distancin ... -
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The world has changed, success lies in organisations that are nimble enough to utilise innovations born out of crisis. CX leaders in the European contact centre space who want to emerge stronger after ... -
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The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commer ... -
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At its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren’t normal times and sales approaches that worked a few months ago may not work today. H ... -
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Customers and employees have a simple request -- don't waste my time. So what does it take to remove wasted effort during customer contacts? The answer is simple: A digital-first, customer-centric app ... -
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As contact centres evolve as a result of COVID-19 now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees? It’s a question many have a ... -
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Many organisations have initiated the process of reviewing how, when, and if to bring employees back to the call centre. To review and discuss best practices and potential outcomes, Poly bought togeth ... -
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We’ve just conducted the world’s largest experiment into home working due to Covid-19, and found that where it works, it generally works very well. For many people, the satisfaction levels of working ... -
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Whenever we begin customer experience type projects, one of the key ingredients for success is the creation of a set of clearly defined customer personas. Unlocking what we know about our customers an ... -
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Corporate social responsibility (CSR) is increasingly linked to data privacy which is now embedded in corporate strategy. There’s no denying that adopting better data management can guarantee compet ... -
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“I’ll be your savior, steadfast and true…I’ll come to your emotional rescue.” - The Rolling Stones Anger. Fear. Disgust. Happiness. Sadness. Surprise. Contempt. These are defined as the seven unive ... -
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Cognitive Flexibility is the ability to change what you are thinking about, how you are thinking about it and even what you think about it – in other words, the ability to change your mind. Cognitive ... -
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Communication and collaboration within an organisation, and externally to stakeholders and customers, is fundamental to business success. It always has been, but now in this connected age the necessit ... -
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They say that first impressions count. It isn't merely a common saying - most psychologists think so too. Psychology Professor James Uleman of New York University says: "You don't get a second chance ... -
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Modern data centre networking aims to manage clients with multiple data centre workloads. In such a network, servers are the components that provide the necessary services to users (and the programs t ... -
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Data breaches and cyber attacks occur daily, so it is vital that organisations develop robust security practices. In the contact centre, for example, protecting customer data is absolutely key to avoi ... -
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We're used to hearing people predict what The Office of the Future will look like. It's been going on for a very long time now and each new generation of commentators on the subject comes up with its ... -
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With ever-increasing competition great customer service is essential to every business. The Chartered Trading Standards Institute (CTSI) can help you improve your customer service, create a culture of ...
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