Automation ownership - where does that lie?
There are two main schools of thought surrounding this question: (i) those who think ownership lies with Operations and (ii) those who...
Embrace Technology... or Get Left Behind
The constantly evolving nature of technology presents a massive challenge for those charged with developing strategy in business today....
G-Summit Melbourne ~ Genesys
Genesys G-Summit - Be part of Australia's CX event G-Summit Melbourne is returning for 2018, gathering visionaries, partners and industry...
Some Things Never Change...
Why do transformation efforts fail?
A Pulse Check for Your Outsourcing Partner
Your organisation made the decision to outsource a part or all of it’s customer facing interactions, evaluating several potential...
Call Control Techniques: The Overall Picture
Ensure your contact centre staff have the skills to manage calls successfully As a leader, do you find yourself asking the following...
