Mind The ‘Contact Centre Agent Knowledge’ Gap

Mind The ‘Contact Centre Agent Knowledge’ Gap

Deploying employee-centric Artificial Intelligence (AI) to repair competency gaps for individual agents, reduce errors and optimise operational efficiency It occurred to me the other day – whilst crammed into a doubtless Covid-infested tube on the Waterloo & City...
The secret to effective Learning & Development (L&D)

The secret to effective Learning & Development (L&D)

“So, what can L&D do to ensure all their great learning content is continually learned and retained by their employees? The short answer: Artificial Intelligence (AI).” – Adrian Harvey I would argue that few organisations possess the operational capacity to...
Avoiding Culture and Conduct Fatigue – session review

Avoiding Culture and Conduct Fatigue – session review

Avoiding Culture and Conduct Fatigue – session review Julie Pardy, Director of Regulation and Market Engagement at WorkSmart, joined our CEO – Adrian Harvey – on the 30th November 2021 for our latest webinar: Avoiding Culture and Conduct Fatigue. To discuss how...
Beating the odds

Beating the odds

Beating the odds   According to research by Gartner, the harsh reality is that 9/10 Artificial Intelligence (AI) deployments fail. To be more specific, 8/10 fail to make it off the drawing board, and 60% of those that do flounder and fail to deliver the expected...