Where do humans fit in a world of digital personal assistants?

By |June 28th, 2017|

The fourth industrial revolution is reshaping businesses and the global economy. While previous industrial revolutions moved at a linear pace, the fourth is leveraging digital developments and disrupting all businesses, in all industries, at an exponential rate. The lines between physical and digital are being blurred as technological innovation brings a level of automation previously

From helpdesk to service desk – the evolution of the contact centre

By |June 14th, 2017|

A company’s helpdesk has a very important role to play in the business. It is the first – and often only – point of contact for answering users’ questions. Today, an increasing focus is being put on customer service, which means that it has become imperative for helpdesks to evolve into something more: they need