Why contact centre managers need to be customer advocates

While technology is driving the transformation of the contact centre, the evolution of the contact centre manager’s role is being driven by an even more powerful force – meeting customer’s needs. Emir Susic, Europe, Middle East, Asia, Africa APS Senior Director, Avaya, explains how CC managers need to become customer advocates if their organisation is going to compete effectively.

The evolving role of the CISO

Businesses are increasingly looking to their CISOs to define, implement, measure and communicate the strategies they need to both assess and manage all areas of risk.

Technology for good

ICT offers an incredible platform for achieving the Sustainable Development Goals (SDGs). Having already reached an estimated 20 million people with initiatives such as Connect to Learn, Reunite and Ericsson Response, Ericsson does not plan to slow down any time soon.

Let the budget games begin!

Budget planning is typically a give-and-take exercise, since all departments are fighting for those corporate dollars. Mathias Thurman from the Security Manager’s Journal discusses the importance of securing budgets for IT security.

The importance of security intelligence

The cybersecurity industry has come a long way from the time when anti-virus and firewall systems used to be the main tools for preventing and resolving data threats. Firosh Ummer, Managing Director, Paladion EMEA, explains why security intelligence is important.

Get your head in the cloud

If you want to tell someone to be more realistic you might say: “Get your head out of the clouds.” But in fact, you have to do the exact opposite if you’re an IT security professional charged with managing security in today’s increasingly cloud-based world.

Channel centric

Having joined Juniper Networks as Director Partner Sales, Middle East and Africa, earlier this year, Claire Jones shares company updates and the way forward for channel partners.

Smart capture

This is the age of the web. With technology advances in cloud, mobile and social, the paradigm shifts in information management have and are moving fast – to the web. Web-based capture will be a game-changer for growth and survival of organisations in the Middle East. The advantages are huge!

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