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

The Revolution of the Internet of Things is gaining momentum

IIoT

Copyright – Les Echos / Worldcrunch – Pamela Kanter

The 4.0 Industry, also known as the Industrial Internet of Things (IIoT), is more than just a fad. Within the next 15 years, this sector could contribute up to $10.6 trillion to the economy. In Canada, no one thinks about IIoT as a future thing: They speak about it in the present. One province in particular, Ontario, has already taken the lead in this sector. Continue reading

The Security of Things in a Connected World

The Security of Things in a Connected World

According to Gartner, by year 2020, there will be more than 25 billion connected devices. These devices would connect with the cloud (and other devices) without any human intervention.

What used to be dumb machines, devices, sensors, cars etc. would now turn intelligent with added computing and network capabilities. Systems and assets, which used to be isolated from external networks, would get connected to the Internet.

What does this imply in the context of cybersecurity? And public safety? Continue reading

Why you should delete the online accounts you don’t use anymore — right now

Copyright – The Washington Post – Mai 31 2016 – By Brian Fung

Despite falling out of vogue years ago, MySpace — that old precursor to Facebook — still has details on more user accounts than the United States has people. And now a hefty chunk of those account credentials has been leaked to the entire Internet, in a humbling reminder that the Matchbox Twenty-inspired username you probably made in high school is still worth a heck of a lot to companies and criminals. Continue reading