Why User Engagement is Vital for Successful Digital Transformations

Posted by Tony Dolan on 18-Jun-2019 11:23:04

We all know that Unified Communication (UC) transformation success is not guaranteed. Large technology projects are highly complex so it’s no wonder some fail. Every IT professional is aware of the frustrating implications of a corporate IT project that just doesn’t meet its goals. This is true for Unified Communications (UC) transformations too.

A survey carried out by the Standish Group found that throughout the early 2010s the proportion of IT projects that were described as failed remained at around 20%. But what is it that causes the implementation of established, standardised technologies to disappoint so frequently?

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Topics: Unified Communications, Digital Transformation

Boost Productivity and Save Time with Unified Communications

Posted by Tony Dolan on 12-Jun-2019 14:43:30

Gone are the days of business teams working in the same office, the same building, or indeed the same country.

We live and work in the globalised era. The internet-powered communication age.

Technology has profoundly changed the way we do business. Communication has never been easier, and departments and teams are no longer restrained to one office.

But this communication revolution has created challenges.

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Topics: Unified Communications

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"