Category: Contact Centre.

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 […]

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 […]