November 2019
Drones: Risks and Restrictions
By Guy Robertson
Drones (unmanned aerial vehicles, or UAVs) perform many useful tasks, including search-and-rescue support, wildlife tracking, sheep herding, security surveillance… with more uses identified every day. They also provide hours of recreational entertainment for the hobbyist. On the dark side, drones have created many new risks to air traffic and elsewhere, so government regulators have stepped in with serious penalties for violating the rules.
The Lure and Danger of ‘Free’
By Peter Aggus
We have all heard the saying ‘There is no such thing as a free lunch’ - yet, like flies to a jam pot, many of us are attracted to what seems to be ‘free’. Free WiFi, free apps (forever-free or 30 day free trial), free cloud storage, wonderful free phone apps... So where does the money come from to pay for the cost of these free offerings? What do you put at risk when you accept the offer? —particularly if it is your business that is put at risk.
AI and the Contact Centre:
By Lee-Ann Dittrich
Contact centres have seen massive changes over recent decades. They began as voice only, with agents using binders of information to find answers for callers and writing on paper forms to submit customer orders into the sales process. Then they progressed to multi-channel, and now omni-channel. We’re now entering the age of analytics and AI. Aragon Research has released an assessment of 13 providers of intelligent contact centres.
Saved by Content Services?
By Ellen Koskinen-Dodgson
The number of digital files (documents, email, databases, webpages, video, etc.) continues to grow at a blinding rate and managing this content properly is complex. Inadequate efforts are common and can become a source of embarrassment and even a serious risk to an organization. Worse, digital content management tends to be the elephant in the room that no one wants to acknowledge. Inaction is often the unofficial preferred course of action.