Category

Cloud Contact Center, CCaaS, Remote Working, WFH

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
Cloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channel

Cloud v on-premise: why it’s a matter of contact centre choice

No two organisations are the same, meaning their contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud, with many contact centres deploying Contact Centre as a Service (CCaaS) solutions. However, the cloud isn’t necessarily right for everyone. Some organisations have strong reasons to retain their systems on-premise. Alternatively,…
Simon Adnett
November 10, 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
speech automationCloud Contact Center, CCaaS, Remote Working, WFHIVR/Self-Service

Transforming customer service through speech automation and CCaaS

Harnessing speech automation enables organisations to increase convenience for customers, improve service levels, and boost efficiency. However, previous speech automation solutions, such as IVR (Interactive Voice Response), had significant drawbacks. They were expensive and time-consuming to implement and run. This limited their use to the largest organisations. Performance and understanding were also unpredictable, frustrating customers who gave up and preferred…
Mark Beeston
October 6, 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
Cloud Contact Center, CCaaS, Remote Working, WFH

6 ways that you can reap the benefits of CCaaS

Harnessing the benefits of Cloud Contact Centre as a Service (CCaaS) solutions helps customer service teams overcome a wide range of pressing challenges. They can improve the agent experience, increase productivity and efficiency, and deliver a better customer experience. If you face any of these six pain-points in your contact centre, CCaaS could well be the answer to your problems.…
Helen Billingham
June 16, 2023
What is CCaaSCloud Contact Center, CCaaS, Remote Working, WFH

What is CCaaS and how does it improve customer experience?

With customer experience now vital to business success, organisations need to go above and beyond to ensure they are delivering on expectations. This is why more and more organisations are investing in Contact Centre as a Service (CCaaS) solutions, usually pronounced as "See-Kass". Globally, the CCaaS market is projected to treble in size from $4.87 billion in 2022 to $15.07…
Helen Billingham
May 12, 2023
Web UI for Contact CentresCloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channel

Why a web UI is essential to support a modern contact centre workforce

Today’s contact centre workforce wants the flexibility to be able to work from anywhere, with easy-to-use technology. On the business side, providing this flexibility opens access to a wider talent pool and boosts retention. However, it relies on furnishing users with the tools they need to work remotely from any internet-connected device. To do this seamlessly, your contact centre solution…
Helen Billingham
April 21, 2023