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The contact centre environment has changed drastically over the years. In the past, contact centres were seen primarily as “cost centres.” Though you needed these solutions to engage with your … Read more “The Contact Centre Shift: From Cost Centre to Profit Centre”
In an age where customer experience is king, your contact centre must be as efficient, intuitive, and productive as possible. Studies suggest that 89% of businesses will need to compete … Read more “Cloud Is the New Black in Contact Centre”
Retail analysts concur that personalisation is the way forward in retail. Forrester says: “Personalisation is no longer optional for delivering exceptional customer experiences.” BRP says: “Personalisation is not just a … Read more “Tapping the Right Data for Relevant, Personalised Customer Engagement in Retail”
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Traditional contact centres as we know them were designed and deployed at scale in the 1960s, largely based on outdated management and governance models with standards that are no longer … Read more “New Altimeter Report: The Rise of the Collaborative Contact Centre”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”
