Artificial Intelligence
Technology

Your contact centre performance metrics aren’t going deep enough

By David Poole  •  3 min read

Measuring and improving performance in the contact centre requires more than the conventional surface-level metrics  Do you really know what is driving performance in your call centre?    Conventional performance measures reveal plenty about your outcomes: abandonment rate; average speed to answer; average hold time; first call resolution; net promoter score.  But there’s an awful lot …

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Business Resilience
Strategy
Technology

Pulse Report volume one

By Sarah Burnett  •  < 1 min read

Few areas of business have felt the impact of the last year more than IT – perhaps with the exception of HR.  But the pressure on the IT team to reassess priorities, maintain BAU, deliver secure remote working and more recently deliver efficiencies as well as drive a return to innovation and growth, has been …

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Business Resilience
Technology
The New Normal

Don’t gamble on the future of your workplace – let data lead the way

By David Poole  •  4 min read

The five-day office week could become the norm again within two years, according to reports from the BBC.  This suggestion may come as a surprise to those who have been preparing for a remote working new normal – but it should serve as a reminder that nothing is certain in the evolution of the workplace.  There …

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Artificial Intelligence
Business Resilience
Technology

Profit Finder addresses the epidemic of inefficiency in insurance

By David Poole  •  4 min read

Valuable resources are being wasted by inefficient insurance processes – exactly the kind that we built Profit Finder to eliminate. Insurance companies have never been light on process. Long customer cycles, enormous data throughput and continual regulatory obligations should theoretically present endless opportunities for optimisation. Naturally, then, such a process-heavy industry might be expected to …

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Artificial Intelligence
Digital Transformation
Technology

Make profitability your priority

By David Poole  •  5 min read

The perfect storm of the pandemic and Brexit have made it imperative for businesses to find fast and effective ways to reduce cost and increase revenues. Technology has a critical role to play. According to IDG’s 2020 State of the CIO survey, two-thirds of CIOs say the creation of new revenue-generating initiatives is now chief …

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Technology

How to automate business processes with new clarity: David Poole in Enterprise Times

By Press Releases  •  < 1 min read

Knowing where, when and how to automate continues to challenge many businesses. David Poole outlines in Enterprise Times how to navigate the challenge successfully.

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Technology

Emergence Partners launches AI-powered Profit Finder

By Press Releases  •  3 min read

Profit Finder gives businesses a forensic assessment of people, process and technology for faster, better and more accurate identification of opportunities for improvement and automation

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People
Strategy
Technology

Insurers are in customers’ bad books. Personalisation is how they turn the page

By Chris Main  •  7 min read

Associate Partner Chris Main shows insurers the way towards totally bespoke customer services.

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