Original post on UC Today In recent years many organisations have embraced new technology that allows customer queries to be handled by ‘intelligent’ systems rather than human beings. Delivered via the internet or through IVR systems, today’s...
On a typical Tuesday, most of us get notified about important business decisions that need to be made, events in the news that will affect our performance, company-wide mini-memos, and client-critical actions that need to be taken. They all have...
Improving customer experience by using a blend of the latest technology together with great customer service agents helps improve sales, lower operational costs, and achieve a high Net Promoter Score (NPS). Customer service entails many standard...
Multi-strategy hedge funds are facing headwinds. Finding alpha is about data and applying strategies and analytics they already have. Adapting to market conditions means reusing what already exists in new ways, to minimize risk and to move quickly. ...
Anyone who’s worked in insurance will be familiar with the range and complexity of processes their work entails. I’ve spent a lot of time in these environments and without exception have found them to be filled with hard-working individuals who do a...
We are often asked “Do I get the source code for the Trial-Edition launch bar?”, “Can I customize the launch bar?” , ”Can I connect it to my own directory services?”. Well, the answers are yes, yes, and yes! To prove the point, we have just...
Synopsis: If you are facing the challenge of delivering a usable desktop environment for your contact center, then this post will describe what’s happening in the financial services industry and how this could make your life a great deal easier… ...
Imagine the scene. A couple of weeks ago, I’m sat with our CEO and we start talking about the need for tablet support for one of our customers. We discuss the appropriateness of an ‘interop’ desktop running on a tablet device and wonder how much we...
Building upon our earlier blog article, where we introduced the concept of UX Process Mining, we now discuss how our product Glue42 Insights can help you implement User eXperience process mining into your organization! Among the benefits of...
We had a highly insightful and engaging time at the Tabb Group's Fintech Festival event in New York last week. This was our first event since the CX summit in September – and this time the audience was financial services only. We learned a great...
I’ve spent most of my career working in or running software integration businesses. It began with object brokers, then middleware, then ESBs and subsequently included all manner of adjacent technologies including event processing, process modelling...
Context: For those involved in operational monitoring and process efficiency, you may be aware that UX Process Mining has received more press coverage in recent months. Before we dive into the details, it is probably worth explaining what ...
