Evolution has primed humans to seek connection with each other, to rely on each other, and to solve problems together. Naturally, this inclination permeates into customer behavior, with 36% of customers preferring to wait to interact with a human agent even when automated solutions are available. While this preference for live support underscores the value […]
Leveraging RPA: Contact Center Automation Read More »
RPA training is necessary to guide your workforce through the transformational change that follows automation. To understand why, let’s consider the history of the technological impact on work. It is virtually impossible to recall a time when we learned of a friend’s wedding through a public declaration by a ‘town crier,’ or had to wait
How to Roll Out Your RPA Training and Upskilling Program Read More »
The telecommunications sector is undergoing rapid changes as the industry grapples with constantly evolving technology, declining revenue streams, and competition from OTTs. Once at the forefront of the digital revolution, many telcos are finding that some of their services are becoming redundant in the growing wave of content platforms. In the past few years alone,
Exploring OTT Revenue models for Telecom Read More »
Making sure your relationships are ready to take on a change is as important as the change you seek. In 2005, Professor Robert Kaplan and Dr. David Norton published an HBR article on the need for an Office of Strategy Management (OSM). This developed earlier ideas that had been put forward to improve strategy within
Getting Your Digitalization Going- 7 Insights Read More »