Optimising Your Modern Contact Centre: A Self-Assessment Guide Optimising agent performance and customer experience in a modern call centre presents a unique set of...

Four Technology Trends Shaping Modern Contact Centres The business landscape is evolving at a dizzying pace. Digital transformation, changing customer expectations and the dramatic...

Employee Engagement: The Key to Great Customer Experiences The philosophy behind optimising contact centre performance has fundamentally changed.  Contact centre managers and supervisors used...

IDC FutureScape: Worldwide Healthcare Industry 2022 Predictions This IDC FutureScape provides executives across the globe with actionable insights and analysis for likely future healthcare...

Healthcare is Changing: How to empower providers to deliver better experiences through digitisation Healthcare systems are under pressure to transform the way they operate,...

Guide to modernising insurance customer and distributor experiences Insurers face growing pressures to be agile and efficient, spurred by new entrants into the insurance...

AI-based Technologies Can Help Insurers Modernize As participants in a 300-year-old industry, insurers have obviously accumulated huge experience in adapting to ever-evolving environments, but...

A New Generation in Inventory Management A Process-led Approach Telecom operators could be forgiven for thinking that the inventory management problem is solved. Yet...

The role of network inventory to fuel growth in telecom Driven by the possibilities of 5G, communications service providers (CSPs) are looking to embrace...

Modernise government with one platform Digital transformation is a major priority for governments worldwide. Evolving citizen expectations, workforce dynamics, and security concerns make it...