Category

Contact centre, Multi-channel, Omni-channel

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, 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
Contact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

On the Path to Customer Journey Management

Customers’ expectations about their experiences they get from brands has evolved greatly over the last few years. Understanding their journeys and keeping up with those expectations across every stage of the relationship are both critical to ensuring that customers have a great experience. How do brands do that? Well, by managing the customer journey, they can better understand their customers,…
Annette Franz
September 7, 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
Contact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportMicrosoft

Why empathy in customer service is not enough

As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs. It may feel like a luxury to encourage agents to focus their full attention on the customer's needs of the moment…
Helen Billingham
August 17, 2023
Multigenerational contact centre workforceContact centre, Multi-channel, Omni-channel

Tapping into the benefits of the multigenerational contact centre

A multigenerational contact centre workforce covers a wide range of age groups, all of whom have their own experiences, backgrounds, and expectations. To get the best out of their diverse skills you need to understand what makes each generation tick and provide a working environment and management style that meets their needs. The four main generations in today’s contact centre…
Helen Billingham
April 28, 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
Contact centre leadership skillsContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

10 important attributes of a great contact centre leader

Successful customer service isn’t just about the frontline agents that interact with customers - it’s also about the contact centre leaders that manage agents and drive strategy. Having strong managers is essential at all levels of the contact centre, from the head of customer service and Chief Experience Officer (CXO), to team leaders and supervisors. They all need the right…
Barbara Stuart
April 6, 2023