We look at AI in the contact centre and ask is Artificial Intelligence still a threat to contact centres, or a vital part of their future?
Councils have innovated and adapted in reaction to the crisis, showing the incredible power of low-code in addressing critical needs
Historically, the NHS has been built on multiple, incrementally added, stand-alone technologies, which, due to the necessary governance of the healthcare system, have received significant time, consideration and investment from a range of stakeholders. These simply cannot and should not be replaced overnight.
It’s a common belief that omnichannel is superior to multichannel – the ideal set-up for every contact centre. Is that really true?