Right now, within a mile of where you’re sitting, a consultant is selling someone a ‘digital transformation’ project. In many ways it’s an easy sell. Digital’s good - no one wants to be analogue. And change is always positive. Right…? Unfortunately, like most snake-oil selling,...
Unified communications tools give people more freedom at work. They can decide their hours. Even their location. But which people? Until recently UC powered self-determination was only for those near the top. No longer...
Are your average call handling times going up? If so, congratulations. This could be great news. Seriously! Let’s explain. Historically, customer service experts have held up low average call handling (ACH) as the best indicator of an effective call centre operation. The shorter the call, the better...
Private equity is preparing a bid for Avaya. Or it’s not. The news changes from week to week. Either way, the speculation shows that investors’ sense that Avaya is undervalued. Here’s why. 12 years ago two private equity companies bought Avaya. That didn’t end well. It...
Henry Ford said: “If you always do what you’ve always done, you’ll always get what you’ve always got.” He could have been talking about smart working. Today’s UC tools make it easy to reinvent your workplace – but only if you have the courage to...
You’ve likely been sold the video conferencing dream...
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...
I’m one of those sad Technology Journalists that gets excited when a new term pops up in the industry. So, when Mike Wheadon, Business Development Director at Formation Tech, suggested we had a chat around OptiChannel contact centres, I bit his hand off. My first question...