Taking a peek into Santa’s contact centre
Published on: December 01, 2022
Father Christmas sets the gold standard when it comes to delivering amazing customer service under extreme pressure. So, what’s the secret of his success?
Trends & Markets
Why contact centres are choosing the cloud for adding new functionality
Published on: November 24, 2022
Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.
What’s driving customer facing technology investment in local councils?
Published on: June 15, 2022
Digital technology offers local councils enormous potential in how they serve their local communities. Technology can drive greater efficiency and cost savings, deliver better experiences, and help increase citizen engagement.
3 key CX gaps between companies and their customers
Published on: June 10, 2022
Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers...
How are banks meeting changing customer service needs?
Published on: April 11, 2022
Delivering the right customer experience in financial services has never been more vital – or more difficult. So, how are banks and other financial services businesses responding?
5 factors that are driving the need for better digital customer experience
Published on: February 14, 2022
The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.
Why so many contact centres are turning to Microsoft Teams (Video)
Published on: February 07, 2022
With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.
The three areas to focus on to empower your agents
Published on: January 31, 2022
Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.
Highlights from our customer service blog in 2021
Published on: January 10, 2022
As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.
Preparing for future customer service challenges
Published on: November 12, 2021
In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an excellent experience, and why now is the time to reset, ready to prepare for an equally unpredictable future