Category: Contact Centre.
Uncovering the Future of the Contact Centre: A Balance Between Technology and the Human Touch
New and evolving technology has been enabling UK contact centres to rapidly transform the ways they interact with customers. Compound this with evidence that customers are willing to adapt and try new channels in unprecedented ways, and it might seem that human-led contact centre support is becoming redundant.
How Intelligent Virtual Agents are revolutionising contact centres across the globe.
Utilising virtual agents in contact centres isn’t exactly a novel concept, but trends towards newer and more intelligent systems have been improving the customer service landscape.
Future of the Contact Centre
Seen through the achievements of recent award winners and conference keynotes, it is clear just how rapidly UK contact centres are transforming.
How customer empathy delivers in the contact centre
Our expert panel share their insights and tips on customer empathy and how delivering it has tangible commercial benefits.
The 4 Most Common Mistakes Call Centres in Financial Services are Making
Customer expectations are higher than ever, and businesses in the financial sector are taking notice.
Lessons Learned From The COVID Crisis So Far
A Business Continuity Plan requires a business to anticipate any potential scenarios that may disrupt their operations and provide contingency plans to continue operations, as smoothly as possible, should any of those scenarios arise. A Business Continuity Plan requires a business to anticipate any potential scenarios that may disrupt their operations and provide contingency plans […]
The Rise of the CRM in the Contact Centre Space
In today’s world, consumers increasingly demand a more personalised and seamless customer experience. As a result, the CRM’s role in the Contact Centre space is evolving rapidly. Here’s why the CRM is changing the Contact Centre as we know it.
Key Considerations for a Successful Remote Working Strategy
After being forced to experience home-working en-masse through the COVID-19 pandemic, many feel that the days of the traditional office-based working are a thing of the past. Many companies have been forced to rush into implementing or extending home-working solutions at pace and, as such, have lived with several compromises to achieve employee safety.
How to meet the challenge of an increase in staff working from home
With most employees working from home, it has created some business-critical challenges for our customers to cope with that didn’t exist not too long ago. With that in mind, we thought it would be helpful to share a collection of stories of these challenges and what solution we implemented in case you are facing a […]