by Jordan Edmunds | Nov 4, 2020 | Learn
Omnichannel – if you’ll excuse a bit of wordplay – is a term that’s become omnipresent in our world of contact centres and customer service in recent years. You’ll find plenty of different definitions for it online, but in short it’s about reaching customers where...
by Jordan Edmunds | Sep 23, 2020 | Learn
The question of how to set up a contact centre – and, in particular, a remote contact centre – can broadly be broken down into three focus areas, which I’ll explore in more detail in this post. The three main areas you’ll need to focus on are: Software requirements...
by Jordan Edmunds | Sep 18, 2020 | Twilio
A year on from SIGNAL 2019, and with a very different 2020 edition on the horizon, it’s time to take a look back over some of the big announcements from last year’s show in the context of what’s happened since – and make some recommendations, and hopeful predictions...
by Jordan Edmunds | Jul 29, 2020 | Learn
Whether or not you work as a developer, most people have an idea of what is involved with a hackathon. I blame The Social Network, which created many of the clichés we have come to associate with them. The reality, in my experience, is quite different. For a start,...
by Jordan Edmunds | Mar 17, 2020 | Views
Agile projects are fast-paced and highly collaborative by nature. Traditionally, agile teams have held separate workspaces with large open tables littered with post-it notes, encouraging cohesion and developing a team environment in which to produce consistently...
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