Stories by Darren Rushworth
Seven emerging and future trends for contact centres
The future of contact centres will be shaped by seven key trends including hybrid working environments and increased adoption of digital solutions.
Managing quality with a work-from-anywhere workforce
Work-from-anywhere contact centres need quality control mechanisms to ensure a consistent customer experience, according to NICE.
Managing customer experience with a work-from-anywhere workforce
How can contact centres maintain customer experience with a work-from-anywhere workforce? Here are four best practices to follow.
Securing work-from-anywhere contact centres
Contact centres must address data security, control and compliance, and application security as they embrace a future of work from anywhere.
How cloud-based contact centres will ensure agents can work from anywhere
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience.
10 best practices for work-from-home contact centres
WFH shift in call centres sparks major ops and staff well-being overhaul.