We've probably all encountered what we consider to be poor customer service through a contact centre, whether it's calling your utilities provider, banking, mortgages, or just everyday online shopping.

There have been many excuses for poor service through the pandemic due to ill-prepared home working solutions. Those should be behind us now, although that's likely the topic of a further blog, as many companies are still leaning on this excuse!

How Actionable Data Drives Sales, Improves Employee Satisfaction, and Enhances the Customer Experience

One of the key components we discuss with organisations when defining their contact centre needs is their data: the data the organisation requires, the data the solution can report on, and the tools available to interpret this data.

The turbulence of the current geopolitical situation has affected numerous sectors, who must not only consider how to protect their infrastructure from anticipated cyber-attacks, but also ensure that they are able to maintain business-as-usual as possible against a backdrop of global disruption to supply chains. As a sector that depends on the ready availability of materials, the UK's AEC sector has been particularly affected.

Afshin Attari, Senior Director of Public Sector and Unified Platforms at Exponential-E, writes for Open Access Government, discussing digital pathology and the benefits this has for future healthcare. Read the article

Luke Armstrong, Enterprise Sales Consultant at Exponential-E writes for IBS Intelligence, discussing the importance of a secure Infrastructure system for both customers and employees within the Financial Services sector, as Hybrid working is fully established. Read the article

Enterprise Sales Consultant Luke Armstrong writes for Fintech, discussing how the Financial Services sector needed to adapt to the changes during the COVID-19 pandemic to ensure a high level of network security for both remote and flexible working policies. Read the article

Suzette Bouzane Meadows, Contact Centre/UC lead consultant at Exponential-e comments to Networking+ on how firms need to ensure consumer confidentiality to remain in business following the concerns some contact centres have around IT Security now full-time remote working has returned. Read the article

Chief Innovation Officer at Exponential-E, Jonathan Bridges, speaks to E Week UK, discussing energy consumption within tech industries and how this may be affected by growing data and Innovations. Read the article

Exponential-e's Chief Innovation Office, Jonathan Bridges, writes for Intelligent CIO discussing the changes we expect to see in 2022 with future Innovations and the effects this may have on our green footprint. Read the article

5G is anticipated to be one of, if not the most adopted technology by enterprises in the coming decade, providing the foundation for true connected experiences. Mukesh Bavisi, Managing Director here at Exponential-e, writes for Digitalisation world discussing 5G technology and how businesses will reap the awards of this super-fast network. Read the article

Jonathan Bridges, Chief Innovation Officer at Exponential-e, talks with Computer Weekly about the energy usage within data centres and what companies can do to make savings and take a more sustainable approach. Read the article

With the Tech industry celebrating International Women in Engineering last week, a new study of women in tech has found that:

Over the past few years there has been a major increase in organisations adopting digital tools. With serious cost and efficiency gains to be generated, the benefits of transitioning to digital ways of working are no great secret; and companies are now consistently seeking to streamline with varying degrees of success.

In today's competitive environment, being flexible is a fundamental part of any business strategy to survive. To be flexible, organisations must make the necessary changes needed to respond effectively to the changing market. One simple way organisations can increase their flexibility is by using the innovative technology solutions and services that are available.

In 2019, we worked with a customer who owns and operates a mine in Mozambique to help them identify their key business objectives and advise them on how to succeed on these. Throughout our discussions with them, we defined the below key objectives:

The global Aviation industry has been hit hard by the coronavirus pandemic. Around the world airport terminals are deserted due to travel bans and enforced lockdowns, fleets of planes are parked in their hundreds in hangars and employees have been laid off or furloughed.