As we head into the second decade of the Twenty-First century, experts are predicting the latest technology trends. There's more emphasis on Artificial Intelligence, automation and personalisation, as businesses evolve, develop new communication strategies and appeal to future generations.
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So far IamDaktelaUK has created 8 blog entries.
Next February we'll be exhibiting at Travel Technology Europe, so ahead of the event we've been talking to some of the industry's leaders to understand the latest technological developments and challenges.
Have you ever heard your people say: "On our old system we had a button that did this...", "This new system isn't as good as the old one." and ever wondered why?
I recently completed a contact centre audit for a large retail company. When I asked if they were operating their telephone sales in a PCI-DSS compliant manner they confirmed they were. Unfortunately, that wasn’t the case.
Artificial Intelligence is the hottest topic in the contact centre world, but are we rushing ahead without getting the basics right? Look at email, it’s still the second most popular communication channel in contact centres…
Dialler companies often make extravagant claims about the productivity improvements associated with predictive diallers – but are these figures real? In short any type of dialler, if used correctly, will increase agent productivity, when compared to manual dialling. The question you must ask is: Does this increase justify your investment?