Digital Transformation Using Unified Communications and Collaboration Technology

Posted by Kate Sparrow on 17-Apr-2019 09:00:00

The concept of digital transformation is most often thought of as the process of improving customer experience through the use of omni-channel Contact Centre technology.

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Topics: Unified Communications, Digital Transformation

5 Automation Techniques to Increase Contact Centre Efficiency

Posted by Kate Sparrow on 16-Apr-2019 08:30:00

There is little doubt that automation is the way forward for Contact Centres.

It’s estimated that 85% of customer interactions will be automated before long.

The human touch is still as important as ever. People don’t mind talking to machines, as long as it works well and isn’t relied upon too much. An over-reliance on automation can negatively influence a customer’s overall perception of the service.

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Topics: Contact Centre

Customer Experience in a Contact Centre is Everything

Posted by Kate Sparrow on 12-Apr-2019 09:00:00

That the customer experience counts is not news to anyone, but it is easy to underestimate just how central to customer retention the experience factor has become.

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Topics: Customer Experience, Contact Centre

How to Optimise your Contact Centre for Efficiency and Get the Most Out of Your Budget

Posted by Kate Sparrow on 10-Apr-2019 15:08:00

 An efficient Contact Centre makes it easier to provide customers with the support they need, improving their overall customer experience and increasing their loyalty to your brand.

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Topics: Contact Centre

Top 5 Things That Will Improve Your Contact Centre Performance

Posted by Tony Dolan on 09-Apr-2019 15:12:30


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Topics: Contact Centre

Voice Technology: How One of the UK's Top Four Supermarket Chains Uses Cloud Contact Centre Technology to Say Hello

Posted by Tony Dolan on 03-Apr-2019 16:13:50

Having voice technology in your Contact Centre software enables you to streamline interactions and enhance the customer experience, saving time and money. Read on to discover how one of the UK’s top four supermarket chains did just that.

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Topics: Voice Biometrics, Contact Centre, Cloud

Harnessing the Power of AI and Machine Learning to Reduce Contact Centre Costs

Posted by Tony Dolan on 20-Mar-2019 15:08:32


The concepts of artificial intelligence and machine learning have been around for some time, but we are just beginning to see their power to transform the way we do business.

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Topics: "AI", Machine Learning

Enhancing the Customer Experience: How Artificial Intelligence is Transforming Contact Centres

Posted by Tony Dolan on 15-Mar-2019 09:38:23

AI in Contact Centres delivers valuable insights that can be used to streamline, optimise, and personalise customer journeys to enhance customer experience.

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Topics: Customer Experience, Contact Centre, "AI"

3 Cloud Contact Centre Advantages Over Premise-Based Contact Centres

Posted by Michael Cole on 04-Mar-2019 09:00:00

Cloud Contact Centres, also known as next generation Contact Centres, offer significant advantages over premise-based models for businesses looking to scale.

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Topics: Contact Centre, Cloud

5 Tips to Transform Your Contact Centre to Deliver Great Customer Experience

Posted by Tony Dolan on 26-Feb-2019 12:52:34


When a customer contacts a business, it is usually because they are experiencing a problem or have a question they need an answer to. Understandably, they are probably frustrated and in a bad mood to start with.

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Topics: Customer Experience, Contact Centre