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Business News


Sponsored by: NTS Communications


Contact Centre technology trends


The last 12 months have been significant for the digital transformation of UK businesses. Faced with rapidly shifting circumstances in 2020, businesses either accelerated existing plans or applied a temporary fix. But last year’s solutions may already be out of date. Customers have adapted to doing everything online and businesses must adapt too. Less face-to-face contact


with customers means a heavy reliance on digital solutions. Talking about “working from home” is out of date. “Operate from anywhere” is the new model. Agents and customers are working from wherever suits them, at flexible hours of day. Our clients need the technology to support customers and enable employees everywhere: no matter how, when or where they interact and engage. The solution is Unified


Communication (UC), which includes messaging, voice and video calling, team collaboration, video conferencing and file sharing. No matter where you work, you can still access the same secure system, leading to better productivity, reduced costs, better employee performance and enhanced user experience. Contact centres using UC see a 50 per cent increase in agent productivity, a 2.9x average handle time improvement year- over-year and an 80 per cent decrease in customer complaints.


If you want to improve your contact centre performance this year, please talk to us.


Alan Pallett and Steve Ward Directors


NTS Communications


Promoting Growth Through Technology


Specialists in Unified Comms, Contact Centres, Cloud


T: 0345 450 0333 E: info@nts-comms.co.uk W: nts-comms.co.uk


22 CHAMBERLINKApril 2021 Let’s have some more Moore: The artist’s ‘Dreamers’ painting


Birmingham Museums to offer more online content


Birmingham Museums is continuing with its series of special online content, and this month’s will range from the Pre- Raphaelites to Tolkien. The series has included a wealth


of art, objects and incredible tales from Birmingham’s collections, and this one is no different. The content includes the


extraordinary story of how three young students questioned and rejected academic art training to eventually become the world- renowned Pre-Raphaelite Brotherhood. Birmingham Museums Trust


holds the most important collection of Pre-Raphaelite art anywhere in the world. The collection has more than


3,000 paintings, drawings, prints and examples of decorative art and design.


There’s also a wander through


the rural landscape of Tolkien’s childhood, the paintings of English painter Albert Moore, and a closer look at John Constable’s remarkable study of clouds.


‘A wonderful opportunity to continue access to the collections’


Tolkien is well known in Birmingham, of course, but painter Albert Moore is probably unknown to most people. He was in fact one of the most


remarkable artists of the 19th Century, and one of the leaders of the aesthetic movement. Museum expert Jane Hornby will be exploring his works including ‘Sapphires’, ‘Birds’ and ‘Dreamers’.


Museum manager Wayne Dixon


will also be taking a closer look at John Constable’s study of clouds and how he was influenced by the naturalistic paintings of Jacob van Ruisdael and the studio landscapes of Thomas Gainsborough. Alex Nicholson-Evans, commercial


director at Birmingham Museums Trust, said: “There’s a wealth of compelling stories behind Birmingham’s collections. “In a continued period of


isolation for so many people, Birmingham Museums on demand is a wonderful opportunity to continue access to the collections through these fascinating lectures and talks.” Access to the content, which has


been Birmingham Museums’ experts, is via the purchase of a £20 pass that is now available to buy at birminghammuseums.org.uk


Air hostess joins the Covid battle


Air hostess Emma Whitehouse has (temporarily) swapped her jet- setting lifestyle for the NHS frontline. When coronavirus struck, the 32-


year-old, who works for TUI, the Anglo-German travel giant, found herself grounded, so decided to join Sandwell Hospital’s ward services team in her hometown of West Bromwich. Emma, who has worked for the


airline for seven years, said: “I have many friends and family members who work for the NHS, so I knew how much pressure they were under and wanted to do whatever I could to help. “At the start of lockdown, I was


struggling mentally being stuck at home. I am used to travelling as an air hostess and across the country


as a cabin crew trainer. I was based at Gatwick at the time we went into lockdown so to go from that to nothing was a shock to the system.” So in April, she started work at


Sandwell and West Birmingham NHS Trust, which runs the hospital, as a ward services officer, cleaning the wards and serving meals. Though she hopes to go back to


her role as a flight attendant, Emma said working at the trust had been a ‘perfect’ fit. She said: “Working at Sandwell


Hospital was the perfect solution for me as I could support my local hospital while keeping busy and doing something useful. I have found that many staff share a similar mentality to that of cabin crew. They’re flexible, adaptable and hard-working.”


Grounded: Emma Whitehouse


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