Blog

Understanding the benefits of moving your contact centre to the cloud

Published on: July 16, 2021
Author: Pauline Ashenden - Demand Generation Manager

Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. However, many businesses still have questions about the impact that moving their operations to the cloud would have...

5 ways universities can prepare for a successful clearing

Published on: July 07, 2021
Author: Pauline Ashenden - Demand Generation Manager

Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues. Fail to respond quickly enough to students and their questions, and they will take up offers from other institutions.

How customer service needs to embrace change in housing associations

Published on: July 01, 2021
Author: Pauline Ashenden - Demand Generation Manager

From the rise of multichannel to the evolving regulatory landscape and the shift towards hybrid working triggered by the pandemic, customer service in housing associations is continually changing.

The 3 business benefits of focusing on your agents

Published on: June 25, 2021
Author: Pauline Ashenden - Demand Generation Manager

Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.

6 ways to improve performance in your contact centre team

Published on: June 18, 2021
Author: Pauline Ashenden - Demand Generation Manager

Read our new guest blog from leading contact centre expert Morris Pentel to learn best practice tips that will help you improve your working experience by making it better by design.

Delivering excellent customer service at the moments that matter

Published on: June 11, 2021
Author: Pauline Ashenden - Demand Generation Manager

Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships...

Successfully managing the shift to hybrid working

Published on: June 04, 2021
Author: Pauline Ashenden - Demand Generation Manager

The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. But competition to retain agents is likely to be fierce...

How Housing Associations can transform customer service in 2021

Published on: May 28, 2021
Author: Pauline Ashenden - Demand Generation Manager

Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic. How can they deliver innovative service that efficiently meets the needs of their tenants?

Increasing agent retention in the hybrid workplace

Published on: May 21, 2021
Author: Pauline Ashenden - Demand Generation Manager

Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn. How can contact centres ensure they are retaining their best people?

Successfully embracing AI for customer service

Published on: May 14, 2021
Author: Pauline Ashenden - Demand Generation Manager

How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? What will be the impact on agents and customers?

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