What is ‘Agile’?

What is ‘Agile’?

Written by Brenda Taylor, Scrum Master at Callmedia, 19th April 2018 Agile: a definition Many of you will have heard the word ‘agile‘ being used within our work environments over the last few years. In fact, being agile is one of our company values here at Maintel....
How micro-moments drive customer channel choices

How micro-moments drive customer channel choices

Written by Rebecca Amiss, Product Owner at Callmedia, 28th February 2018 In the world of the multichannel contact centre, in order to ensure consistent, personalised customer service it’s important that businesses understand why their customers are choosing to...
Could AI chatbots replace humans in the contact centre?

Could AI chatbots replace humans in the contact centre?

Written by Rebecca Amiss, Product Owner at Callmedia, 10th August 2017 Artifical Intelligence (AI) chatbots have been around for a while now, but what are they, and are they being fully utilised by businesses to improve customer service? In a nutshell, chatbots mine...
Can your contact centre cope with new Ofcom regulations?

Can your contact centre cope with new Ofcom regulations?

Join speakers from Ofcom, ICO and the DMA for the expert take on Ofcom’s latest policy update on persistent misuse, with views on recent enforcement action and how GDPR will affect contact centres. Join us at the Royal Society of Chemistry to hear from Ofcom, the ICO...