Category: Remote Working
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How Can AI Call Coaching Transform Your Contact Center’s Performance?
In today’s fast-paced contact centers and sales teams, effective coaching is critical for shaping the customer experience. Every conversation matters, and the ability to coach agents has never been more important. Traditional call coaching methods often fall short of capturing the full picture, leaving team leaders with limited insights and opportunities for improvement. Enter AI…
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Keep Perfecting the Hybrid Work Model for Employees
Did you miss the big news? Salesforce has announced new capabilities to enable all companies to build a digital HQ. Alongside this, new Slack innovations that help improve collaboration across organizational boundaries and empower teams to embrace asynchronous working, the opportunities for organizations to create a seamless digital experience for their teams has never been easier.…
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3 Main Components to Working Remotely
Remote work is undeniably the new normal. As of June 2020, nearly 70% of the US workforce was working remotely — and that’s not likely to change any time soon. A PWC study found that half of employers expect that most of their workers will continue to work remotely, at least part-time, after the pandemic…
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Top 5 Customer Service Predictions for 2021
This year has been tough for many, and customer service agents have often borne the brunt of it. But it’s also an opportunity to ensure that we learn from these experiences to ensure the relationship between brands and customers is strengthened moving forward. Here we predict how organizations can learn from 2020 and set up…
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Our 7 Takeaways from the Dreamforce 2020 Keynote
Salesforce Dreamforce 2020 came to us remotely from San Francisco this Wednesday. From the Slack acquisition to new products, here are our key takeaways. A compelling keynote speech by Salesforce CEO Marc Benioff, Dreamforce delivered an unmistakable message: it’s business that drives change — and Salesforce is leading the way. Beyond the extraordinary growth of…
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Preparing Your Workforce for a Remote-First World
At the beginning of the pandemic, businesses experienced a certain level of ‘customer leniency’ – a higher level of understanding from customers when services didn’t meet pre-pandemic standards. But this is already fading. To keep up with the current market and changing consumer habits, businesses need to have the right technology, people, and processes in…
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How Businesses Will Need to Shift Their Customer Service as the UK Copes with Localised Lockdowns
Current events have taught us that customer service will never be the same. In an era of social distancing, it is clear that connectivity – and most importantly telecommunications including cloud telephony – is essential. The availability of customer response plays an indispensable role as the UK copes with the uncertainty of tightening restrictions and…
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The End of the Office Workplace. Remote Workers, Are You Ready?
With offices closing and employees working from home, it’s crucial that organisations maintain business continuity in times of such uncertainty. Having access to the right collaboration tools and business apps like Slack, Gmail, Google Docs, Hangouts, Cloud Telephony, Quip and Salesforce, to name a few, are indispensable at this time. With remote working becoming the…