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David Rowlands

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David is responsible for the 8x8 Contact Centre solutions portfolios in the EMEA region, with a passion for using technology to find solutions to business issues for 8x8 clients. His work is featured in the Open Universities Business School and serves as an exemplar of business techniques. Read More>

Articles by: David Rowlands

The Rise of Faceless Customer Service

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What retailers can do about it More UK customers are buying online than any other country in the world.¹  This means the rise of customers interacting with faceless companies that have little to no human interaction and the need to rely on Twitter for complaints. But for these organisations, c [...]

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Moving from PBX to the cloud – what are the challenges?

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Breaking the circle of dependence associated with on premise telephony hardware is essential these days. Are you experiencing high recurring software re-fresh costs, outages, a lack of support, lack of spares? If left to continue this can lead to disgruntled staff and a substandard working environme [...]

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Will Bots Replace Humans in the Contact Centre?

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If you believe the hype, contact centre and customer service employees may soon be out of work. According to the BBC in the UK, occupations in the contact centre industry are among those most at risk of being taken over by robot workers. They rank 109 among 366 jobs. In the future, the rise of auto [...]

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