The contact centre industry has a long history of buying best-of-breed. It’s not unusual to buy a voice IVR system from one vendor, a webchat bot from another, workforce management from a third, analytics from a fourth. Each system gets…
I’m spending a lot of my time at the moment talking to contact center owners. Most of them have heard of the EU AI Act. Not many of them have read Article 50. Fewer still have checked whether their AI…
After over 10 years in the program, I’m choosing not to renew my Microsoft MVP award this year. The MVP program has been a huge part of my life and I credit it with having the greatest impact on my…