Building the contact centres of the future

Building the contact centres of the future

The boom in digital technology (smartphones, tablets, internet of things, etc.) results in an increase in remote communication channels between customers and companies. Customer behaviour becomes almost compulsive to get a satisfactory answer in real time, regardless of the request made to customer services.  Companies need to constantly rethink their positioning. How should they prepare themselves for future changes? What strategies should be implemented? How will future customer relationships be integrated into these business strategies? How will current contact centres, which are the pillars of customer relationships, evolve in order to address these changes? Two things are certain: technology will continue to evolve and customers will be increasingly more demanding. Continue reading

Why scientists want robots to learn to feel pain

Why scientists want robots to learn to feel pain

Copyright – The Washington Post/Worldcrunch – Karen Turner

Robots are one step closer to being able to experience an essential human feeling: pain.

Researchers in Germany are currently creating a “nervous system” that would mimic a pain response in robots, allowing them to quickly react and avoid harmful situations. Continue reading

Technology: an enabler for microfinance institutions

One way a microfinance institution can improve its effectiveness is to optimise Loan Officers’ work, given that they are at the heart of the institution’s activity. Furthermore, providing them with technical tools improves the institution’s geographical coverage, information collection by managers at a customer level, and even the rate at which high-risk customers repay their loan. Continue reading

Digital technology is finally as simple as it is powerful and promising!

Digital technology is a topic that has been ubiquitous for the past few years and it has certainly not failed to make headlines as its impact, despite still not fully known, will transform our world.

In order to better understand why it has become so central and how it is probably behind the most major transformations ahead of us, but also to better understand the great simplicity of the concept. Here is our contribution to all the attempts at defining the term “Digital” and to putting its uses into perspective. Continue reading

Digital vision in 7 simple steps

Recently, I read (and posted to LinkedIn) two articles that both highlighted a) the need for organisations to have a digital vision outlining how digital technologies will reshape the business environment they operate in and b) the absence of such visions in most organisations with an ad hoc approach typically being taken.

Both articles begged the question – how do you go about generating a digital vision for your organisation? Continue reading