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Home About us Experts Richard Atherton

Richard Atherton

Senior Manager, Cloud Contact

Richard is globally responsible for the commercial, supplier and delivery management for our cloud contact products.

Richard has been managing our cloud contact products since 2008.

His team are based across the globe, primarily located in the Netherlands, UK and India and they manage the transformation of major multinational brands from traditional on-site contact solutions into the cloud. 

Blogs and articles by Richard

Blog

How will AI transform the future digital workplace?

 Global executives recognise that AI and machine learning will play a critical role in shaping the future digital workplace and improving employee and customer experience. Read more
Blog

It’s time to replace knowledge based authentication (KBA) in the contact centre

 To stay ahead of increasingly sophisticated fraud, contact centres will need more than traditional KBA methods. Read more
Blog

Can contact centres carry out authentication without friction?

 A change of authentication strategy in the contact centre could significantly reduce both customer and agent frustration. Read more
Blog

3 golden rules for making your contact centre ROI model successful

 How can organisations make the most of the cost saving opportunities of an opex contact centre model? Read more
Blog

How contact centres can deliver an excellent customer experience at peak times

 As contact centres move to the cloud, businesses are embracing innovative technology and pricing structures to support service standards. Read more
Blog

How to avoid a messaging meltdown in your contact centre

 New research pinpoints what you need to know about implementing messaging as a communications channel. Read more
Blog

The real ROI of moving to a cloud contact centre

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