Articles.

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Our expert panel share their insights and tips on customer empathy and how delivering it has tangible commercial benefits.

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As consumer behaviours shift and personalisation becomes expected, we look at how utility companies can transform the customer experience.

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Connect’s Martin Cross wonders whether many businesses have forgotten the “resolution” element.

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Customer expectations are higher than ever, and businesses in the financial sector are taking notice.

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Connect’s Group CTO Martin Cross makes the case for looking beyond “omnichannel” to improve the customer experience.

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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 […]

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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.

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At Connect, our expert team solves complex transformation challenges that the larger OEMs and SIs can’t. Discover some of the problems we’ve helped our customers overcome, and find out how we help our partners build best-fit solutions for their customers.

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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.