Category: Contact Centre.

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 […]

Maximising UC & Contact Centre Technology To Provide Business Contingency

When a disaster recovery plan is put into action for a business, it results in important decisions that need to be addressed to ensure business contingency and the continuation of serving your customers.

Why AI is the Future of Cloud Contact Centre Technology

Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is often arming the contact centre with sufficient resources and empowering agents to deliver an excellent customer experience.

Everything You Need to Know About the Voice Channel in a Contact Centre

  As we all know customers can make contact to a Contact Centre via various devices. Most typically these are traditional phone (voice), computer (laptop, desktop) or smartphone. Then each of these devices can be used to communicate with a company’s Contact Centre through different communication methods or channels. This article will discuss the most […]

How to Create a Customer Experience Strategy That Actually Delivers

Customer experience is top of mind for companies large and small but nonetheless businesses still commonly fail to make the grade. No company can afford to drop the ball: a Microsoft survey found that 96% of respondents felt customer experience plays a role in their choice of brand.

How to Optimise your Contact Centre for Efficiency

 An efficient Contact Centre makes it easier to provide customers with the support they need, improving their overall customer experience and increasing their loyalty to your brand.