Paul Weald

What role will messaging play in your contact centre of the future?

Synopsis With all the hype around the development of AI driven chatbots – you would be forgiven for thinking that messaging is now common place in every organisation’s contact centre strategy? Whilst Customer Service use cases are emerging from the early adopter pioneers using Messenger...

A practical guide to blending bots, the crowd and live agents in your contact...

Synopsis There is much hype around the notion that robots will be taking over contact centre jobs within the next five years. But for those of us who have been in the industry since the 1990s then there is a more measured response. We expect...

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