Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.
Trends & Markets
Digital technology offers local councils enormous potential in how they serve their local communities. Technology can drive greater efficiency and cost savings, deliver better experiences, and help increase citizen engagement.
Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers...
Delivering the right customer experience in financial services has never been more vital – or more difficult. So, how are banks and other financial services businesses responding?
The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.
With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.
Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.
As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.
In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an excellent experience, and why now is the time to reset, ready to prepare for an equally unpredictable future
As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. There are multiple approaches to call recording in Teams – how can you ensure you pick the right solution for your current and future needs?