How Connect Enables Digital Transformation.
To service today’s customers, your business needs to stay relevant and deliver a consistently efficient and streamlined service. At Conn3ct, our offerings are built around the broader context of digital transformation to help you provide this very service.
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.
Web Chat and Messaging in Customer Service.
There is no question that digital channels and new technologies are rapidly transforming the customer service industry. Automation is making it easier than ever for agents to detect and address problems and, to a significant extent thanks to the proliferation of messaging apps, customers can contact you to solve their problems through multiple channels.
4 Ways to Optimise Self-Service in a Contact Centre.
There is a good reason why self-service is popular with Contact Centres; cost. The average salary for a Customer Services agent in the UK is estimated to be £17,164 (PayScale). As agents are the single most costly overhead of a Contact Centre, it makes the optimisation of your self-service capability all the more important.