2021 contact centre trends everybody should be watching
Innovation, transformation, automation – the trends of 2021 are defined by the events of 2020, which made companies take alternative approaches to customer engagement.
The practical realities of contact centre trends in 2020
While the potential of innovative contact centre technologies can be tempting, companies must first be certain these will solve business problems.
Shifting to bots in challenging retail environment
Any IT investment should be flexible enough to adapt to dynamic market conditions and the shifting needs of customers, says Wynand Smit, CEO of INOVO.
Choosing the right process optimisation solution
In the contact centre environment, the differences between business process management and robotic process automation may not be immediately apparent, says Wynand Smit, CEO of INOVO.