Martin Cross

Recent Posts

Web Chat and Messaging in Customer Service

Posted by Martin Cross on 17-Jan-2019 09:53:17

There is no question that digital channels and new technologies are rapidly transforming the customer service industry.

Automation is making it easier than ever for agents to detect and address problems and, to a significant extent thanks to the proliferation of messaging apps, customers can contact you to solve their problems through multiple channels.

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Topics: Customer Experience

Should your Contact Centre join the Cloud?

Posted by Martin Cross on 02-Nov-2018 11:39:14

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology. Many would have you believe there are only two contenders: the Cloud Contact Centre (Contact Centre as a Service (CCaaS)), and the more conventional Contact Centre Infrastructure (CCI). The reality, however, is much more complex. 

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Topics: Contact Centre, Cloud

4 Ways to Optimise Self-Service in a Contact Centre

Posted by Martin Cross on 03-Oct-2018 13:44:37

 

There is a good reason why self-service is popular with Contact Centres; cost. The average salary for a Customer Services agent in the UK is estimated to be £17,164 (PayScale). As agents are the single most costly overhead of a Contact Centre, it makes the optimisation of your self-service capability all the more important.

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Topics: Customer Experience, Contact Centre

6 Best Uses for Chatbots in a Contact Centre

Posted by Martin Cross on 17-Sep-2018 12:53:24

The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact centre jobs. In reality, they should be seen for what they are: making your life easier.

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Topics: Customer Experience, Contact Centre

3 Steps to Deliver Contact Centre Transformation

Posted by Martin Cross on 04-Sep-2018 09:14:51

The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By taking an evolutionary approach to Contact Centre transformation, you can deliver it quicker, more completely and with less cost compared to a “replacement” approach.

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Topics: Customer Experience

The Dangers of Using Legacy Technology for Voice Biometrics

Posted by Martin Cross on 19-May-2017 22:29:49

BBC article detailed a voice biometric ‘hack attack’ by twin brothers on their HSBC account. It highlights weaknesses in the legacy technology used by some solutions that can be avoided by implementing next generation voice biometrics.

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Topics: Voice Biometrics

The Cisco Apple Relationship Solves Some Key Unified Communication Issues

Posted by Martin Cross on 26-Sep-2016 09:25:06

Last week in conjunction with one of our partners, Jigsaw24 - who are Apple’s biggest reseller in the UK - we ran an event that explored the Cisco / Apple relationship.  We were luckily enough to have Cisco speak and were also joined by representatives of Apple and JAMF Software.

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Topics: Unified Communications