Good Reads

Top 10 Automation themes and learnings Over many years, we have had the privilege of working with, and talking to, hundreds of service providers. Along the way, combined with a few years of practical experience, we ...

Growth, retention and market share: How enterprise can leverage smart contact centre capability Contact Centres have been maligned as cost centres, viewed as a clearinghouse for transactional customer deliver, and driven to deliver extreme levels of productivity while ...

Three key insights into post-pandemic IT service management from the Edge 2020 conference How service desk automation is a logical response to COVID-19 generated uncertainties and the demand for new customer experiences I had the pleasure of joining ...

Artificial Intelligence (AI) in email The next era for the customer service channel Email has long been used as a preferred communication channel by consumers, however its time heavy and manual processes have left it as one of ...

Ignore your email channel at your peril: It’s not just about cost to serve, there’s gold in your unstructured data Often times the email channel is under-managed and under-resourced within corporates, with underlying cost to serve & performance ...

Quick wins required in IT support Let’s face it, now is not the time for five-year plans or the upheaval of a major system upgrade. With business practices upended by the Covid-19 pandemic, the sensible thing to do ...