7 steps to a successful contact centre cloud migration
Published on: May 12, 2022
The pandemic and the shift to home working have accelerated the trend of contact centres moving to cloud based solutions.
Blog
How can you reduce contact centre response times?
Published on: April 19, 2022
They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.
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?
Four ways to avoid customers having to repeat themselves
Published on: April 04, 2022
When customers reach out to a contact centre, they want to feel their time is being valued. Which is why they hate having to repeat information, every time they are transferred...
Getting customer service right on Mother’s Day
Published on: March 18, 2022
Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect. How can companies ensure that they are ready?
Overcoming the challenges to customer service quality
Published on: March 11, 2022
With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. What is preventing success?
How a unified agent desktop empowers your advisors and better engages customers
Published on: February 25, 2022
As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers. Adopting a unified agent desktop solves these issues...
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.