Keiron Dalton is Senior Director of Customer Strategy and Innovation for Aspect Software. Keiron comes from a background in software engineering, having spent over 17 years in the IT industry, with roles ranging from technical engineer through to product management. Keiron has a keen interest and expert knowledge in innovation and thought leadership within IT, and has specialist experience in product management, product marketing, hardware/software support, project management, software testing, network, and purchasing.
From this author
Cloud-based contact centres have taken off in a big way. With business process outsourcers (BPOs) needing flexibility and scalability to respond quickly to changing conditions, the cloud is best placed to enable these desires.
The latest research from the Cloud Industry Forum has found that 46 per cent of UK-based organisations use cloud-based contact centres today, a figure that is expected to increase to 68 per cent over the next few years. These results confirm the value of cloud-...
Sparked by the internet and accelerated by the spread of smart devices, consumers are more and more motivated to gather information online themselves when solving problems with a product or service. This has led to a new situation for customer contact centres – where businesses used to meter information to the public through dedicated agents, now the public at large is holding the cards.
For BPOs, this can be a strange new world to get used to. However, enabling end customers...