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...
How can you get the best out of Skype?

How can you get the best out of Skype?

The past shows us that transition is a key part of innovation – and organisations looking to move to Skype for Business need to plan for it. Written by Stephen Wright – 18 March 2016 The story of the last forty years or so has been one of constant innovation –...
For a really Good Call, you need a SatNav System

For a really Good Call, you need a SatNav System

Don’t spoil the Customer Journey with a rigid approach to scripting. Give every customer a ‘Good Call’ at a price you can afford with integrated workflow in your agent desktop. Any company can provide world-class service if it’s willing to spend to do it. But money is...