Blog

Why we need to think of the contact centre as a revenue engine

Published on: September 24, 2021
Author: Pauline Ashenden - Demand Generation Manager

In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered. How are these ideas are being superseded?

Why contact centres need to embrace omnichannel

Published on: September 17, 2021
Author: Pauline Ashenden - Demand Generation Manager

Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.

How emotional intelligence can help you cope with Christmas

Published on: September 10, 2021
Author: Pauline Ashenden - Demand Generation Manager

In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush.

Moving to the cloud – 5 tips for a winning strategy

Published on: September 06, 2021
Author: Pauline Ashenden - Demand Generation Manager

More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud. But planning a successful cloud migration can be a challenge.

How to plan for customer service success at peak times

Published on: August 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Being able to scale up (and down) resources to meet changing demand is therefore vital.

Which channels do consumers prefer for customer service and why?

Published on: July 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

With consumers using an increasing number of channels for customer service, ensuring your company has the right mix backed by the correct level of resources is becoming even harder.

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.

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