Stories by Darren Rushworth
Seven emerging and future trends for contact centres
Thu, 18th Feb 2021
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crm
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uc
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data analytics
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
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crm
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uc
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devops
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
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crm
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uc
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data analytics
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
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crm
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uc
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data analytics
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
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crm
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uc
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cx
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
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crm
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uc
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dr
NICE outlines 10 best practices for effective work-from-home contact centres, focusing on infrastructure, tools, dynamic schedules, and AI-driven support.