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Stop what you’re doing and grab someone in marketing! This month’s theme of predictive analytics is probably one of the most important topics for discussions around how customer experience increasingly fits into a wider picture of Sales and Marketing.

To Direct Route or not to Direct Route? Regardless of size, this is a question that many organisations are asking.

These past 12 months have seen no end to technical advancement for so many organisations, the technical road map deliveries were put forward at a rate that could never have been predicted. At the foundation of so many of these and dominating were Microsoft products and Microsoft's infrastructure.

The clock is continuing to tick ever closer to a new era of connectivity. 2027 will signal the switch-off of the public switched telephone service (PSTN) and integrated services digital network (ISDN), creating a shift to the all-IP world for businesses.

Whether by choice or by necessity, it's no secret that Microsoft Teams has taken the world by storm and has become a vital platform in today's working world.

Do you remember the time when resellers would simply sell a telephone system, bolt on a maintenance plan, pop the deal on a lease and react to any requests from the ens user? Customer service was limited to occasional phone calls to check-in.

Panic has ensued across the world as covid-19 continues to spread. It has resulted in organisations isolating staff, separating teams, and moving people to different locations in order to ensure business continuity.

The pandemic has changed our views and experiences of so much it’s almost difficult to remember what “normal” was. As the pandemic stretched from weeks into months and beyond, it’s pertinent to question what the future looks like – certainly for the contact centre arena anyway.

Sometimes it takes a large scale event for us to change the way we think about things. The COVID-19 pandemic has certainly been a facilitator for many businesses and their approach to the modern workplace. As we look towards the future and look back at the lessons we’ve learnt, it’s time to ask: “Is hybrid-working the new normal?”