Contact Centre Optimisation

Insights from the CCMA Leadership Series – Energy & Utilities The energy and utilities sector is evolving rapidly. With increasing regulatory pressure, growing customer expectations, and the push towards AI and automation, how can contact centres stay ahead? This exclusive report, developed in partnership with CCMA, captures key insights from industry leaders on how to build a future-ready contact centre. What You’ll Learn: The biggest CX challenges facing energy and utility firms today How AI and automation are reshaping customer...

Rapid advancements in technology are redefining the ways in which customers and organisations interact. In this whitepaper, we explore seven key digital trends in the contact centre that present opportunities to enhance customer experience. The importance of providing good quality digital conversations - 94% of consumers are frustrated by disjointed encounters with organisations. The power of Instant Messaging as a primary service channel - 70% of UK consumers feel more connected to businesses they can message. How Service Simplification is...

Rapid, transformative change has swept the contact centre these past few years. The acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies has driven change within the contact centre. With the 'Great Resignation' sweeping the workforce, it's now more important than ever to understand changes from an agent's point of view. Download our guide for the latest trends including: Why agent stress levels are risingWhich technologies are helping agents - and which technologies...

By 2025, millennials will comprise 75% of the workforce, forcing companies to adjust workforce management tactics. Research and reports have shown that employee turnover is the No 1 challenge when employing millennials. To address this issue, contact centres need to look at how the needs and wants of millennials differ from older generations. Using this knowledge, contact centres will be able to reduce attrition rates while increasing company performance. To keep on top of the curve, download this eBook and...

The events of 2020 profoundly changed the way we live, the way we work and the way we do business. Contact centres and customer support teams often were on the front lines, rising to the occasion despite the pressures of sudden remote work requirements, rapid technology changes and sensitive customer scenarios. This has changed business requirements and priorities for contact centre technology. Download our guide and discover what is driving the rapid innovation and how organisations are already putting those...

Artificial Intelligence (AI) is a huge buzzword for a broad range of technology and functions. Many organaisations may already be using AI. Or they are already aware of the common contact centre use cases for AI. But how much do organisations really know about this term? Demystify how AI works in the contact centre by downloading this guide.

Deploying the technology of everyday chatbots can work wonders for your contact centre agents and customers. In fact, in 2020, we saw the use of chatbots skyrocket as call volumes soared during the global pandemic and leaders turned to this technology to help their customers and agents. Not only is chat and chatbot customer service now accessible for all, but with 50% of businesses now offering this, customers have now also come to expect it.  Download our guide to help...

We all want to do more with less, benefiting from a more efficient and productive operating model. Unfortunately, there is no one magic formula or quick fix to achieve this. However, with slight incremental changes, contact centres can formulate a powerful workforce engagement management strategy to reduce costs across the board. Our guide highlights the top 9 ways contact centres can lower costs and how much you can expect to save with each one ranging from: Optimal schedulingLess time spent...

Consumers across generational age groups and particularly those within the Generation Z and Millenials bracket have an expectation that communication with a brand should be possible via any preferred channel such as phone, email, chat, advanced messaging apps or social media. As these expecations have evolved, contact centres have also progressed to keep pace and provide a first-class customer experience across both multi-channel contact centre and omni-channel contact centre set-up. However, how have these set-ups impacted forecasting and scheduling? Download...

This new digital world is making contact centre reporting evolve to become quicker and cheaper for companies around the world. In the beginning, reporting was simple. The calls came through and the agent would report the data into their system. Standard reporting only answered basic questioning. But now, in today's hyperconnected world, it doesn't take long for a call centre to evolve into a multi-channel contact centre. So it’s no wonder contact centre managers, supervisors and analysts are getting overwhelmed...

The pandemic has accelerated digital transformation across the business world. Contact centres in particular have had to adjust and become more agile in their operations. In order to find out more, download the recent survey on ‘The State of Contact Centres in 2021’ This report has uncovered many insights, one of them being that 3-in-4 contact centres have moved to the Cloud.   This report covers the following topics: Accelerated Cloud Migration: How the pandemic has accelerated cloud adoptionMaking AI...

With years of implementing software solutions to drive dramatic business transformation, we've learnt a whole raft of lessons. We've worked closely with the OPX user group to document best practice and project pitfalls that we have seen time and time again when implementing Back-Office technology. Whether you are at the beginning of your Back-Office journey or you are looking to build on past success, download our guide to help you along the path of business transformation.