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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 / CLOUD COLLABORATION

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.

APRIL 2023

BLOG / CLOUD CONTACT CENTRE

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.

FEBRUARY 2023

BLOG / CLOUD CONTACT CENTRE

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.

FEBRUARY 2023

BLOG / CLOUD CONTACT CENTRE

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?

FEBRUARY 2021

BLOG / CLOUD CONTACT CENTRE

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.

MARCH 2020

BLOG / CLOUD CONTACT CENTRE

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.

FEBRUARY 2020

BLOG / CLOUD CONTACT CENTRE

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.

JANUARY 2019

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