Best Practice

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.

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.

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 to migrate your contact centre to Microsoft Teams successfully

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

Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working. However, successfully embracing Teams requires a carefully planned migration...

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