How Connect Helped New Water Company Wave Introduce an Omnichannel Contact Centre Solution

Posted by Tony Dolan on 14-Aug-2019 10:02:00

 

For new water company, Wave, managing spikes in demand and delivering a strong customer experience is crucial. Here’s how we helped the business to achieve this.

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Topics: Customer Experience, Contact Centre, Cloud

How Connect Transformed a Leading Oil and Gas Business' Contact Centre Through Genesys and AWS

Posted by Tony Dolan on 07-Aug-2019 10:48:06

 

When a leading oil and gas company needed support to roll out its telephony system globally and consolidate its multiple contact channels, we knew we were up to the challenge.

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Topics: Customer Experience, Contact Centre, Cloud

How to Improve Customer Experience Using Cloud Contact Centre Technology

Posted by Tony Dolan on 30-Jul-2019 09:12:49


Every business that relies on contact centres to engage with customers will know how important the customer experience is. You can win customers over with your customer experience but risk losing them when things go wrong.

Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress. Cloud contact centre technology could help.

 

Download our guide to find out '3 Ways Amazon Connect Will Transform Your  Customer Service Capabilities' .

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Topics: Customer Experience, Contact Centre, Cloud

How Connect Helped a Large UK Bank Division Move from Traditional Telephony to the Cloud

Posted by Tony Dolan on 22-Jul-2019 14:25:46

 

Connect helped part of a large UK bank to implement a fully managed Cloud service while educating and empowering its team to ensure smooth adoption. Here’s how.

With the help of Connect, an Internet-branded bank successfully moved from a traditional telephony solution (Avaya on-premise kit) to the Cloud (Amazon Connect) for the first time in its history.

As with many large global organisations, its Contact Centre environment was complex, requiring a partner capable of not only introducing the technology but ensuring buy-in from internal stakeholders by educating and empowering the team.

Here’s how Connect rose to the challenge.

 

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Topics: Customer Experience, Contact Centre, Cloud

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

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"