Stories by Darren Rushworth
Seven emerging and future trends for contact centres
Thu, 18th Feb 2021
#
bi
#
big data
#
crm
The future of contact centres will be shaped by seven key trends including hybrid working environments and increased adoption of digital solutions.
Managing quality with a work-from-anywhere workforce
Mon, 14th Dec 2020
#
contact centre
#
testing
#
crm
Work-from-anywhere contact centres need quality control mechanisms to ensure a consistent customer experience, according to NICE.
Managing customer experience with a work-from-anywhere workforce
Fri, 9th Oct 2020
#
bi
#
big data
#
crm
How can contact centres maintain customer experience with a work-from-anywhere workforce? Here are four best practices to follow.
Securing work-from-anywhere contact centres
Thu, 20th Aug 2020
#
bi
#
big data
#
crm
Contact centres must address data security, control and compliance, and application security as they embrace a future of work from anywhere.
How cloud-based contact centres will ensure agents can work from anywhere
Fri, 17th Jul 2020
#
contact centre
#
wfh
#
crm
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience.
10 best practices for work-from-home contact centres
Wed, 6th May 2020
#
crm
#
bi
#
cloud services
WFH shift in call centres sparks major ops and staff well-being overhaul.