Trends & Markets

How are banks meeting changing customer service needs?

Published on: April 11, 2022
Author: Pauline Ashenden - Demand Generation Manager

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?

Why so many contact centres are turning to Microsoft Teams (Video)

Published on: February 07, 2022
Author: Pauline Ashenden - Demand Generation Manager

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
Author: Pauline Ashenden - Demand Generation Manager

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
Author: Pauline Ashenden - Demand Generation Manager

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
Author: Pauline Ashenden - Demand Generation Manager

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

Integrating call recording into Microsoft Teams

Published on: November 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. There are multiple approaches to call recording in Teams – how can you ensure you pick the right solution for your current and future needs?

5 ways to make your customer service more agile and flexible

Published on: October 08, 2021
Author: Pauline Ashenden - Demand Generation Manager

From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Many of these are impossible to plan for or predict. Here are five ways to ensure your contact centre can cope with unplanned disruptions...

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.

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