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The recent rise of powerful employee monitoring software gives employers unprecedented insight into the working patterns and strengths of their employees. Unfortunately, we’ve seen too many organisations embedding monitoring software without assessing its impact on the employee experience, instead viewing it as a means of identifying where staff are not working the required hours or …

A first in the robotics industry, NICE’s five guiding ethical principles demonstrate commitment to ensuring responsible robot-human dynamics in the workplace NICE (Nasdaq: NICE) today unveiled a Robo Ethical Framework promoting responsibility and transparency in the design, creation and deployment of AI-powered robots. NICE’s ethical guidelines set the standard for designing, building and deploying robots, and …

1 July 2021, London, UK: Management consulting firm Emergence Partners today announces a partnership with UK tech firm XpertRule and the expansion of their AI-powered digital transformation toolkit, which sees businesses accelerate and de-risk change, improvement and automation opportunities through the use of AI tools. Decision Maker, the new proposition created by the partnership, will …

Decision automation is widely considered to be the engine room for Intelligent Automation.  It involves the automation of corporate decision making, policies and customer interactions. This capability can drive complex customer facing processes such as selling and technical support. Decision engineering is the process of digitally capturing knowledge that may be intuitive but not necessarily …

Emergence CEO David Poole relives a painful call centre experience – and imagines a world of total customer centricity… 

Claim agents at insurance contact centres are under enormous pressure to answer and close calls but where is the focus on upgrading the customer experience?  Insurance isn’t a battlefield. So why do so many insurance firms treat contact centres as the trenches, and claims agents as the footsoldiers?  Rather than acting as the human shield against …

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 …

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 …

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 …