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Workforce wellbeing – what does it really mean and why does it matter more than ever?

Workforce wellbeing – what does it really mean and why does it matter more than ever?

by Madeleine Penney | Apr 13, 2022 | Contact Centre/Telecoms

Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. ...
Banishing Complexity – 5 ways to Turn Theory into Practice

Banishing Complexity – 5 ways to Turn Theory into Practice

by Madeleine Penney | Mar 24, 2022 | Contact Centre/Telecoms, HR/People/Workforce

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. In my last article I discussed how to keep things simple in contact centre operations and introduced the importance of incorporating a...
Digital First: The Future of Card Payments

Digital First: The Future of Card Payments

by Madeleine Penney | Mar 24, 2022 | Contact Centre/Telecoms, Financial/Payments

At Encoded we work with many contact centres of large brands to provide secure payment solutions.  Our aim is to provide easy payment methods that free up valuable agent time, allowing them to focus on customer service, more complex enquiries and additional revenue...
Top Three Characteristics of a Connected Enterprise

Top Three Characteristics of a Connected Enterprise

by Madeleine Penney | May 12, 2021 | Contact Centre/Telecoms

  What does it mean to be a Connected Enterprise and does it really matter?  Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Meeting rapidly...
Congratulations to Cirrus on winning two Comms Business Awards

Congratulations to Cirrus on winning two Comms Business Awards

by Madeleine Penney | Jan 22, 2021 | Contact Centre/Telecoms

  Industry awards recognise excellence in innovation and partner working in cloud-based contact centre solutions.   Cirrus has won two awards in this year’s prestigious Comms Business Awards, set up to showcase hard work and dedication from individuals, partners...
Desktops, Dashboards and Human Centred Design

Desktops, Dashboards and Human Centred Design

by Madeleine Penney | Nov 4, 2020 | Contact Centre/Telecoms

    Why getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains. A product that is easy and intuitive to use, that guides contact centre agents...

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Recent Posts

  • Workforce wellbeing – what does it really mean and why does it matter more than ever?
  • Banishing Complexity – 5 ways to Turn Theory into Practice
  • Digital First: The Future of Card Payments
  • Legacy IT systems – replace or modernise?
  • Media Relations is a Marathon not a Sprint
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