AICloud Contact Center, CCaaS, Remote Working, WFHCompliance, PCI-DSSContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationQuality management, quality monitoringVideo

2020 shaped our 2021 CX trends – Now what? (Two-Part Blog Series; Part 2: The Customer)

How the events of 2020 have shaped the Customer Experience technology trends of 2021 (Part 2) The global COVID-19 pandemic changed the lives of millions, and the way we do business. It changed our day-to-day habits, as families, as workers, and as customers. It changed our needs, our priorities, our buying habits, and our expectations. So it’s a given that…
Barbara Stuart
April 13, 2021
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationHealthcareIntegration & OptimisationResourcesRetailVideo

Video-Enable Your Contact Centre to Enhance CX

There’s a well-known maxim for online meeting participants: When some of the group are on headshot video and some aren’t, participation almost invariably devolves to just those who are on video – while the invisible people become merely observers. It doesn’t seem as if it should be that way – since no one has muted them after all – but…
Barbara Stuart
February 20, 2021
Compliance, PCI-DSSDigital TransformationHealthcareVideoVideo Security

Why the habit of [Secure!] Video Conferencing will outlast Lockdown

For Business and Government One positive that has come out of the COVID-19 lockdown is our recognition that physical meetings aren't as essential in conducting business as we’ve always thought. Millennials and gen-y knew that long ago, but finally the boomers have caught on! and post COVID-19 (whenever that is) we can expect that travel will be significantly reduced –…
Barbara Stuart
May 25, 2020