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

How to Scale Your Customer Support Team (Without Breaking the Bank) Using Cloud Contact Centre Technology

Posted by Tony Dolan on 15-Feb-2019 16:15:00

Unlike the traditional Contact Centre — where scaling up your customer support team can be costly — Cloud Contact Centres offer a cost-effective commercial model whereby companies can be billed on actual usage. Read on to find out more.

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Topics: Contact Centre, Cloud

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

How to Use Chatbots to Enhance Customer Experience

Posted by Tony Dolan on 04-Jan-2019 16:10:12

The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an engaging customer experience that helps the customer to solve their problem on their first interaction — however long that takes.

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Topics: Customer Experience

How to Design and Implement a Winning Customer Experience Transformation

Posted by Tony Dolan on 19-Dec-2018 10:16:48

In 2019, your customers are people, not numbers.

Driven by growing connectivity and the digital technology enabling it, today’s consumers expect instant, valuable interactions with the companies they buy from. When this doesn’t happen, a bad experience follows. Negative word of mouth isn’t usually far behind.

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Topics: Customer Experience

3 Lessons in Enhancing Customer Experience from a Leading UK Water Provider

Posted by Tony Dolan on 12-Dec-2018 07:05:00

We’re in the midst of the Age of the Customer, when it has never been easier for consumers to research their own options and compare prices.

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Topics: Customer Experience

How a Global Fortune 500 Energy Company Consistently Delivers World-Class Customer Experience

Posted by Tony Dolan on 05-Dec-2018 11:43:39

Today's customer wants to be treated like a person, not a number. But delivering seamless customer experience (CX) at scale typically presents a significant challenge for global corporate enterprises. Multiple teams serving different business areas often bring consistency into question, which suites of disparate tools and processes only complicate. Business leaders keen to drive customer retention and increase advocacy must look to bring all their teams and CX technologies into alignment.

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Topics: Customer Experience

Why Your Business Needs Unified Communications

Posted by Tony Dolan on 20-Nov-2018 12:12:31

Many of us can remember a time when email and instant messaging were revolutionising workplaces around the world. The ability to send a message to someone in another office or another country was remarkable. However, we’ve come a long way since that moment. Instant, digital communication has become the norm. And while it’s much better than what we had before, the limited integration among the different systems we use, combined with a lack of user-friendly interfaces, means that we’re still wasting a lot of time, making us less efficient and less productive. 

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Topics: Unified Communications

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