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Traditionally, the role of the agent in the contact centre has been vital yet costly. To address these cost concerns, many companies—often challenged with legacy systems—tried to automate customer service … Read more “Why AI is Critical to the Future of Customer Engagement”
Traditional contact centres as we know them were designed and deployed at scale in the 1960s, largely based on outdated management and governance models with standards that are no longer … Read more “New Altimeter Report: The Rise of the Collaborative Contact Centre”
As customer expectations continue to increase and companies seek every competitive advantage, transitioning contact centres fully to the cloud is becoming an even more urgent priority. There are a variety … Read more “Contact Centre as a Service (CCaaS): Five Enterprise Benefits”
UK businesses are losing billions of pounds each year as consumers continue to demonstrate their intolerance for bad customer experience. Technology has been driving fundamental changes to the global economy, … Read more “Poor Customer Service Costs UK Businesses £37 Billion”
Remote employees can be a powerful addition to the workforce in today’s technology-focused world. Not only are flexible workers more productive, but they’re also more efficient, less prone to stress, … Read more “How to Manage Remote Contact Centre Agents”
Every successful business has one thing in common, a following of loyal and satisfied customers. Creating and retaining loyal customers is not a simple task in today’s culture where instant … Read more “CX Defined”
UK businesses are losing billions of pounds each year because they are being punished by consumers for providing a bad customer experience. The Ombudsman Services most recent annual report estimates … Read more “Stop Losing Money through Poor Customer Service”
In a world where customer experience is key to business success, contact centre agents exist on the front lines of customer service. These professionals serve as ambassadors for your business, … Read more “5 Ways You Can Boost Agents Engagement in your Contact Centre”
The role of the typical contact centre is changing. Today’s customers are more empowered than ever before, and they’re no longer willing to stay loyal to a company after a … Read more “Putting Customers at the Heart of Your Business with CCaaS”
