Today's digital fluent customers have high expectations and are the least loyal of all groups. Great...

There are 5 deal warnings that are preventing you from closing revenue. Through analyzing interactions...

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The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there...

Apple's newest version of its iPhone operating system requires users to opt in to allowing apps to track...

After two years of seismic behavioural change, we find ourselves in a new world of limitless possibilities,...

The COVID-19 pandemic put organisational change into hyperdrive. Businesses were compelled to move to...

Retail may never be the same. Consumers who were previously averse to online shopping suddenly embraced...

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The average contact centre manager spends 35% of their time looking for coaching opportunities, but only...

The COVID-19 pandemic shed light on the need for contact centre modernisation to provide seamless customer...

In recent years, the role of CIO has evolved to meet a wider set of responsibilities and aspirations....

Do you know when to approach your customers? What about—and maybe even more importantly—when not...