Edition 6

Cloud Services – Article 1

Cloud-Native IT Solutions What is Cloud-Native? Cloud-native refers to the modern approach of building and deploying applications that are designed to run in cloud environments. Cloud-native emphasizes how it is built rather than focusing on where the application resides. These applications comprise microservices—small, independent, and reusable components that can be developed, deployed, and scaled individually.

Cloud Services – Article 1 Read More »

Customer Focus – Article 3

Engage in Real-Time Dynamic content refers to personalized, real-time updates based on customer data and behavior. In contact centers, it enables tailored messages and offers, enhancing customer engagement and satisfaction by delivering more relevant interactions. Personalization is no longer a “nice to have” feature but a critical component of customer engagement strategies. In fact, according

Customer Focus – Article 3 Read More »

Performance Management – Article 4

Key Metrics for Tomorrow’s Contact Centres Traditional success metrics like average handling time and first-call resolution are no longer sufficient in modern contact centers. As these centers evolve into tech-enabled hubs balancing automation and human touchpoints, success metrics must also evolve. The future demands a focus on long-term profitability, customer lifetime value (CLV), and service

Performance Management – Article 4 Read More »

Team Management – Article 5

Empowering Resilience: Key Strategies In the rapidly changing and competitive business environment, the success of contact centers hinges on their ability to adapt and thrive amidst challenges. Building resilience within contact center teams is not just a strategic advantage; it is a necessity. Resilience enables teams to navigate high-pressure situations, maintain productivity, and provide exceptional

Team Management – Article 5 Read More »