All Posts By

Helen Billingham

Father Christmas’ contact centreAICloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, SupportWorkforce optimization

Looking inside Father Christmas’ contact centre

With the number of sleeps until the big day dropping fast, Father Christmas and his team are flat out getting ready for December 25th. Customer service is central to Santa’s success, so we trekked to the North Pole to find out more. After dodging the polar bear guards, we sneaked a behind the scenes look at the man in red’s…
Helen Billingham
December 14, 2023
Customer controlAICX, Customer Experience, Customer Service, SupportIVR/Self-Service

The importance of customer control in increasing satisfaction

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience. The message they take away is that their time or query isn’t important to the business. This lack of control intensifies dissatisfaction and annoyance. It leads to…
Helen Billingham
November 30, 2023
leadership people skills steps to engage agentsWorkforce optimization

Essential leadership people skills steps for excellent agent experience & morale

(Guest Author: Kate Nasser, The People Skills Coach™, Author, Leading Morale) Contact centre leaders and managers often lament about the high rate of agent turnover. ContactBabel reports that agent turnover rates average 24%, but that 28% of contact centres now have to deal with attrition rates of over 30%. This is not surprising yet it is still very concerning. The…
Helen Billingham
November 20, 2023
Cloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, Support

How to pick the right CCaaS vendor

Contact Centre as a Service (CCaaS) platforms deliver new customer service capabilities, improving both efficiency and the customer experience. In a fast-moving market, you don’t want to become locked into a provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalise on the advantages offered. How can…
Helen Billingham
November 3, 2023
AICloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, Support

Why cutting customer service budgets is a false economy

Most companies are now finalising their customer service budgets for 2024. However, given the economic downturn, there’s likely to be more pressure to look for ways to reduce spending. Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost centre rather than a source of competitive…
Helen Billingham
October 27, 2023
Cloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channel

Building a CCaaS business case

There is a growing momentum in the adoption of cloud-based Contact Centre as a Service (CCaaS) solutions. However, at the same time, economic conditions are increasing pressure on contact centre budgets. To get your CCaaS project and investment signed off you therefore need to create a compelling business case. Following these six steps maximises your chances of getting your project…
Helen Billingham
October 23, 2023
AIContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

How technology can improve the agent experience

Providing a high-quality agent experience benefits both contact centre employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave. However, traditionally contact centres have struggled with the agent experience. Much of this is down to the nature of the job. On top of having to help customers with…
Helen Billingham
October 13, 2023
Contact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

The Rise of Omnichannel CCaaS: Delivering a Seamless Customer Experience

The Rise of Omnichannel CCaaS: Delivering a Seamless Customer Experience Customers, more than ever, expect an omnichannel experience. They want the convenience of being able to move seamlessly between different digital and human channels. One of the most effective ways of supporting this is deploying an omnichannel Contact Centre as a Service (CCaaS) platform to underpin current and future needs.…
Helen Billingham
September 15, 2023
Cloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channel

How to speed up customer service success with CCaaS

Contact Centre as a Service (CCaaS) technology delivers multiple benefits. The best known are the ability to drive cost savings and improve the customer experience. However, CCaaS delivers much more. Less well appreciated are the ways that its flexibility and agility allow companies to quickly access new opportunities that weren’t previously feasible. The rapid pace of change in business and…
Helen Billingham
September 1, 2023