The pandemic has seen organisations adopting technologies they weren’t sure about before, and there has been a lot of talk about long-term impact on advancing digital transformation strategies. Day-to-day business processes are the most obvious impact but contact centres are another area that lockdown could have inadvertently changed forever.

For most global organisations, digital workplace transformation is now at the top of their agenda. But adoption at speed presents specific challenges for these businesses.

Meet Ailbhe McDarby, Head of Unified Communications & Contact Centre Propositions at BT Ireland. We sat down with Ailbhe to get an insight into her role, from the day to day, her product portfolio and how she got to the role she’s in today.

Organisations have now established that Unified Communication (UC) tools are integral for business continuity during lockdown, enabling seamless communications that can range from real time messaging to face-to-face video conferences. But like any technology that’s new to a business, successful implementation and a return on the investment will depend on how quickly it’s adopted. And that’s about changing the way people work.

Many businesses that hadn’t previously provided remote working tools for their employees have had to go for a quick-fix as lockdown forced people to stay at home. Adopting ad hoc solutions risks undoing years of careful procurement and security management, leaving the business exposed to hackers and cyber criminals who are having a field day with hastily dispersed workforces.

Three simple steps to getting your agents working from home and ways to enrich the experience for both your agents and customers.

Companies have discovered that necessity really is the mother of invention when it comes to keeping a business up and running.

Today, organisations and digital enterprises need a network that supports their business goals and meets ever-evolving customer demands.

To have the best chance of an effective response and a full recovery, businesses should have a robust incident response strategy in place.

Right now, it’s hard to find light at the end of the tunnel of the Covid-19 pandemic but at least remote working is possible for many businesses, enabling the wheels of the economy to stay turning.

Looking beyond the hype at the real benefits of virtualisation.

Richard Atherton looks at some of the ways you can cut costs with cloud contact centres.