The digitization of customer support is posing serious challenges

Companies that digitized their customer support channels in wake of the Covid-19 pandemic are now faced with a major challenge: customers don’t believe support is genuinely interested in solving their problems.  According to a new report from customer experience orchestration firm Genesys, customer service representatives’ concern sounds “fake” to a third (32 percent) of consumers. Furthermore, another third (31 percent) …

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ITDMs fear current data architecture will not support AI projects

More and more companies are looking to leverage the power of artificial intelligence (AI) and machine learning (ML) to improve their customer experience, streamline production and boost agility. However, the decision-makers tasked with making the AI dream a reality are worried that current infrastructure won’t meet the necessary requirements, a new study from Redis Labs has shown. IT leaders understand …

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BT launches new program to support the smallest businesses

BT has created a new business unit, the sole purpose of which is to help microbusinesses remain operational during the pandemic and grow to their full potential. Classified as companies with up to nine employees, microbusinesses make up 95 percent of the UK’s private sector companies, the telecoms operator explained.  In order to help those businesses survive and thrive, the …

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CIOs plan hiring spree to support emerging technologies

The majority of Chief Information Officers (CIO) are planning to expand their full-time workforce as they look to support new digital initiatives. This is according to a new report from Gartner, based on a poll of 184 CIOs in North America, EMEA and APAC. Throughout 2021, 55 percent of CIOs will look to add personnel to their teams that can …

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Microsoft identifies multi-billion dollar opportunity for UK firms to support recovery

An opportunity to boost the UK economic recovery by billions of pounds has been identified in a new study from Microsoft.  In October, the company announced that small changes in the application of technology could see UK firms contribute an additional £48 billion to the economy and accelerate recovery from the effects of the pandemic.  New findings, however, reveal that …

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Most companies still aren’t set up to support AI and ML initiatives

The majority of global organizations lack the necessary resources to facilitate artificial intelligence (AI) and machine learning (ML) initiatives, a new survey from cloud firm Rackspace Technology suggests. Based on a poll of 1,870 IT professionals, the report reveals that the majority of organizations (82%) worldwide have yet to put the required infrastructure in place to implement AI and ML …

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Five tips on enabling ongoing and dependable IT support for your employees and clients

The ongoing pandemic has forced many a business to reimagine their processes and reorganize their workforce for remote work. Needless to say, the changes have impacted business employees and clients alike. Mentioned ahead are a few tips on how organizations can set up remote IT support systems for their staff and customers so that both get the help they need …

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Automation can help retain customer support service levels while accelerating change

Businesses are continuing to battle the ongoing ramifications of the pandemic. With a second national lockdown currently in place for England, due to last until early next month, and with further uncertainty ahead for UK businesses – both from the pandemic and final Brexit negotiations – many feel they are planning for the unknown. After all, it is challenging to …

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Docker support is being deprecated in Kubernetes, but not completely

From version 1.20 onwards, Kubernetes will no longer support Docker in the same way it did before. But while some admins were quick to panic, the change is not as drastic as it might sound. In the Kubernetes 1.20 release notes, the container orchestrator said “Docker support in the kubelet is now deprecated and will be removed in a future …

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Quarter of workers will suffer in silence rather than contact tech support teams

Remote workers in the UK would rather suffer in silence than reach out to their IT department for help, a new report from NetMotion claims.  According to the company’s figures, two thirds of remote workers (66 percent) reported encountering an IT issue so far during the pandemic. Of these, more than half (57.5 percent) decided not to share their issues …

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