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Down The Wire Podcast
25 minutes | a month ago
The Future of Contact Centre and Customer Engagement
Hosted by TNC's CEO, John Waterhouse, and CTO, Craig Northveth, Down The Wire Podcast brings you Episode 3: The Future of Contact Centre and Customer Engagement. Contact centre leaders are facing a new set of challenges in order to fulfil their operational and strategic objectives. These challenges are driven by a combination of customer expectations, the evolution of technology and, of course, the Covid-19 pandemic.Throughout 2020 TNC has been tracking trends across the Contact Centre marketplace. The most interesting findings are the rise of natural language processing and AI to capture caller’s intent, route (and where possible self-serve) customer queries, and of course the enormous shift to agents working from home.We have been advising our clients on how to respond to and maximise the opportunities of the changing face of Contact Centre. Listen now to explore the approaches our clients have taken to identify, design, and implement new technologies, and ways of working, to ensure they derive maximum value whilst maintaining security, performance, high levels of customer service, and a sensible cost of ownership.www.networkcollective.co.ukhttps://www.linkedin.com/company/the-... Email: firstname.lastname@example.org
40 minutes | 2 months ago
Key Actions to Make Network Transformation Cost Effective with Ed Hutt
Hosted by TNC's CEO, John Waterhouse, and CTO, Craig Northveth, Down The Wire Podcast brings you Episode 2: 'Key Actions to Make Network Transformation Cost Effective'. The world is divided into those who have started to transform and those who know they need to transform. However, the reality is developing this type of strategy is hard – balancing the complex demands and complex technologies to come up with a coherent strategy, and then being able to execute it is very difficult.We are delighted to have our special guest and transformation expert, Ed Hutt, guide us through these challenges. Ed is one of the highest-profile CIOs and Transformation Directors in the UK, having spent over a decade leading digital transformation programmes in a number of FTSE organisations, including British Gas, William Morrisons Supermarkets, Fitness First, SIG, and, most recently, Impellam.The three questions we tackle in the episode are:- How can you free up budget to fund transformation?- How should you develop your network transformation strategy?- How should you execute the strategic sourcing processes required to make your strategy a reality?www.networkcollective.co.ukhttps://www.linkedin.com/company/the-network-collective
22 minutes | 5 months ago
Secure Home Working: Making it a robust reality for the remote workforce
The COVID-19 pandemic has forced an almost-immediate switch to remote working for many organisations. Despite most of these companies already having a secure remote access solution, the majority of them were not designed to cater for their entire workforce, therefore we have seen our customers needing to replace, or supplement, their existing capabilities with interim solutions.It is very likely that increased home working will become the “new norm” for many businesses, therefore now is the right time to consider how to bolster up the technology, processes and procedures to not only provide secure remote access, but to enable a cost effective, secure home working environment.Hosted by TNC's CEO, John Waterhouse, and CTO, Craig Northveth.
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