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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...

Picture the scene, it's the end of a long summer and all over the UK, parents are busy driving their adult children back to university.  They are all thinking the same thing: what happened to all the stuff? A generation ago, returning students struggled under the...

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...

Patrick is joined by Ioan MacRae, the Managing Director of Avaya UK, and Mark Tyers and Dan Cholerton, who are the co-founders of Formation Tech, to review the GITEX technology mega show [audio mp3="https://formationtech.co.uk/content/uploads/2018/10/out-loud-the-future-is-here-avaya-and-formation-tech-at-gitex-2018.mp3"][/audio] UC Today - Out Loud Out Loud: "The Future is Here" Avaya and Formation...

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,...