How do you go from ‘all the channels all the time’ to ‘right channel, right time’? In the final post of a three-part series, we look at the technologies and business models you need to make optichannel a reality. Customers have multiple options for ‘talking’ to...
In an omnichannel world, you can't leave customers to fend for themselves. For their sake and yours, you should nudge customers towards the channel that will solve their problems fastest. But where and when to nudge? Colonial Delhi had a problem with cobras. There were too...
First there was multichannel. Then came omnichannel. Now, businesses are realising the best results come when you offer the right contact option at the right time. It's all about optichannel...
How ’s your UCaaS strategy coming along? Don’t worry if it’s still in its infancy. You’re not alone. However, we’ve seen a seismic shift away from the humble PBX over the past couple of years, with most companies now taking a cloud first approach to unified communications,...
Is anything in tech sexier than blockchain right now? Probably not. Everyone's interested in distributed ledgers and their potential to reinvent money, share ownership and tuna fishing (seriously, Google it). In fact, at the end of last year, analyst Gartner said blockchain had been the most searched-for...
Just a few weeks ago, all over the UK, parents were busy driving their adult children back to university after Christmas. They were thinking the same thing: what happened to all the stuff? A generation ago, returning students struggled under the weight of a hi-fi system,...
A strange thing is happening to offices run by Silicon Valley companies. The big tech players are re-thinking their work environments. How? By concealing the very tech that made them so successful. Look at Dropbox's recently-opened Austin HQ. It's all leather sofas, swirly carpets and bookshelves. It...
Avaya built its empire on the back of tech that underpins the modern contact centre. Is it now time to re-think the concept entirely? One of the most dramatic - and surprising - ways digital technology has changed society can be seen in the way it...
100 years ago, most companies hired electricity engineers. They had to: they owned their own dynamos and generators. Yet in just a few years electrical power had become a remotely-administered utility. What does this remind you of? ...
When psychologist Abraham Maslow outlined his ‘hierarchy of needs’ concept in 1954, the world was a very different place. Certainly the world of work. Maslow, as you may know, proposed that people are motivated by five fundamental types of need: physiological (shelter, food, sleep etc), safety,...