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.

Read More

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.

Read More

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' .

Read More

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.

 

Read More

Topics: Customer Experience, Contact Centre, Cloud

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.

Read More

Topics: Customer Experience, Contact Centre

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.

Read More

Topics: Customer Experience, Contact Centre, "AI"

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.

Read More

Topics: Customer Experience, Contact Centre

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.

Read More

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.

Read More

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.

Read More

Topics: Customer Experience