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The issue of digital disruption is currently at the forefront of business discussions across all industries, but is currently arguably most acutely being felt, and feared, in the Contact Centre industry. With Contact Centres at the forefront of both the interface between customers and the organisation and the cutting edge of new technology deployment, the imperative for Contact Centres to adapt to changing customer communication preferences is paramount.
In today’s world, clever tech and cloud computing enable many of us to work from anywhere. Can executive assistants do their job remotely too? We all know what the acronym WFH stands for but what about WFA? In an era of rapid technological change, working from home has quickly given way to working from anywhere – anywhere with an internet connection, that is.
For years, cost savings has topped the list of benefits offered by cloud computing. This is one of the factors that has resulted in the massive increase in the use of cloud services across the world, with analysts showing exponential growth among the biggest vendors every year.
As more businesses face the technical realities of digital transformation and advance towards 4IR, the customer experience is always front-of-mind – and it is little wonder the call centre has emerged as the frontline of technology-driven, fully automated service delivery.
Many people often confuse the similarities and differences surrounding both web hosting and cloud computing. While many believe that cloud and hosted services are the same, this is not the case. Yes, they are both hosted off-premise and can be accessed remotely through an internet connection, but that is where it begins and ends.
Thanks to digitalisation and the effective analysis of data, marketing continues to become more personalised and contextual. In fact, digital technologies enable companies to provide customers with relevant and quality experiences reflective of today’s real-time world.
With so much hype surrounding new technology such as big data, cloud computing and AI, it is easy to miss the point of integrating them into your business operations: enhancing the performance of employees, and ultimately the business.
The phrase ‘multi-cloud’ is surfacing often and for good reason: it’s part of cloud’s natural evolution. Multi-cloud is a very popular architecture among enterprises. A survey released by the IBM Institute for Business Value found that a staggering 85% of polled businesses use multi-cloud. South African businesses are already prolific adopters of cloud - at least 65% of local CIOs intend to invest in cloud during 2019 (IDC). A significant number of those deployments will be multi-cloud.
With the fourth industrial revolution in full swing, businesses are looking for faster and more efficient ways to service customers. Customers are also increasingly tech-savvy and demand more from their service providers, including quicker access and more tailored offerings. Business must carefully assess legal issues that will have an impact on the ability not only to move to cloud, but also to have full beneficial use of cloud services.
Today’s consumers are more informed than ever about their purchasing decisions. They are constantly connected, constantly searching for information, constantly sharing their brand experiences on social media and constantly demanding that their needs are instantly gratified.
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