The COVID-19 pandemic put organisational change into hyperdrive. Businesses were compelled to move to work from home or hybrid working models, whic...

The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived...

Prior to 2020, customer personalisation was a nice thought. However, the global pandemic shifted everything. Customers and businesses made the swit...