Enterprise Collaboration

The Direction of Contact Centre Communications with Semafone

In this week's episode we're speaking with Ben Rafferty [https://www.linkedin.com/in/benrafferty/], Chief Innovation Officer atSemafone [https://semafone.com/gb/]. Firstly, Ben explores how omnichannel communication tools are game changers for contact centres. He then delves into the impact of chatbots and artificial intelligence in this environment. Furthermore, Ben outlines the security considerations introduced as a consequence of multi- and omnichannel communications. Finally, he shares his predictions for the future of contact centres.

The Intersection of AI and CX with Parlamind

In this podcast, Jon Arnold ofJ Arnold and Associates [https://www.jarnoldassociates.com/]speaks withparlamind's [https://parlamind.com/en/]Co-Founder and CTO,Tobias Lehmann [https://www.linkedin.com/in/tobias-lehmann-23995bb4/]andOlav Vier Strawe [https://www.linkedin.com/in/olavvstrawe/], Founder of4Com [https://www.4com.de/]. Tobias and Olav start by exploring the definitions of both AI and CX and how the two can complement each other. They then look at how AI can benefit the contact centre, and also it's role from an automation and assistance standpoint. Finally, Tobias and Olav relate this to how it will benefit the CX and striking the important balance between the two.

The use of AI for Omnichannel Customer Engagement with Parlamind

In this episode, parlamind's Co-Founder and CTO, Tobias Lehmann, shares his thoughts on implementing AI as part of a sound Customer Service strategy. To begin with, Tobias explains the key issues we are seeing in an omnichannel strategy that doesn't implement AI. Further to this, he outlines the individual challenges of chat, email and voice. Tobias also looks at the factors an organisation needs to look at when considering AI for their customer service. Finally, he outlines the technical requirements and the implementation process for a successful AI omnichannel experience.

The Human Side of Communications with Cowry Consulting and Vonage

In this podcast, Ella Morrison [https://www.linkedin.com/in/ella-morrison-8a2765b4/], Behavioural Designer atCowry Consulting [https://www.cowryconsulting.com/] gives an overview of what the ‘human side’ of communications actually is, as well as the direction she feels it’s moving in. Ella also discusses what customers value the most out of experience, products, or price. Then, she details the role that technology plays in the human side of communications. Finally, Ella shares her thoughts on the future of CX.

A Closer Look at Remote Working with monday.com

In this podcast, Jon Arnold ofJ Arnold and Associates [https://www.jarnoldassociates.com/]speaks withMatt Burns [https://www.linkedin.com/in/mbburns/], Startup Initiative Lead atmonday.com [https://monday.com/]to take a closer look at this style of working. Matt explores the current attitudes surrounding remote working and untangling what the term ‘remote working' really means. Furthermore, Matt details the best practices associated with this working style and how companies that are ‘getting it right' are achieving this.