Products

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...

Social customer service is complicated. What may begin as a single tweet can escalate into a battle of voices. For each customer query that requires a response, this complicated social thread must be understood, deconstructed and assigned to agents with clear intent.  Technology, with support from a fantastic customer service team, is the only way to achieve this.

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...

Microsoft Teams is the fastest-growing business app in Microsoft's history.  It is changing the way we work, communicate, and exchange information.  You may be considering Microsoft Teams in your organisation, however, have you considered how to remain compliant with regulations that demand you to record, store, and monitor all regulated transactions and interactions? If compliance recording concerns are delaying your Microsoft Teams adoption, download this guide to find out what you need to consider before choosing a solution.

How have customer service organisations had to evolve during the COVID-19 pandemic? The crisis has been the fastest cultural transformation of our generation, re-shaping the way we live our lives and redefining how the business world operates. To gain a better understanding of this, our partner Calabrio surveyed 300 contact centre professionals. These insights reveal key trends that will define the contact centre of tomorrow.  This guide covers the following topic/themes: A rapid adjustment in customer experienceEnvisioning the contact centre of the futureLeading...

If your firm uses Microsoft Teams or has started investigating how to deploy it across the Enterprise, it's important to ensure you have the right technology in place to record these communications. If you're struggling or currently investigating a way to record Microsoft Teams and all of your trade-related communications (including multi-channel communications such as voice, chat and video), then this e-book is for you. This guide covers the following topic/themes: Must have #1: Enable compliance to all applicable regulationsMust...

Our 2016 survey showed a significant turn towards Quality Monitoring compared to 2015: 168% increase in the number of contact centres with a dedicated Quality Monitoring team.30% increase in the number of contact centres that upped the number of calls they evaluate to the 4-10 calls/agent/month categoryAlmost double the number of contact centres that use Call Recording In 2017, we teamed up once again with The Forum to find out if and how contact centres in the UK have improved...

Have you fallen into some bad habits when it comes to customer service in your contact centre or are missing out on new opportunities for service?Then download this handy checklist (brought to you by our partner Teleopti) to see if your customer service is running smoothly based on your staffing. Our handy checklist covers: Checking your KPIs reflect exactly what your business needsBeing able to evaluate old school KPIs vs. new optionsEnsuring policies reflect a positive environment in which your staff would like to work...

Improving the customer experience, blending can be seen as the latest stage in the evolution of Workforce Optimisation (WFO) strategies. Originating in customer-facing operations like the contact centre, Workforce Optimisation uses data and technology to marshal resources more efficiently, improving service levels, improving the customer journey and boosting workforce productivity. Download this paper to find out more about: Beyond WFO: Why blending?10 ways workforce blending can improve customer experienceThe Challenges of blendingOPX: A technological solutionSolving the blending problems

With the rapid increase in demand of Call Recording over the past few years, a plethora of suppliers have been brought to the market place as a result.With more suppliers and systems available than ever before, how do you decide which solution and which supplier will be a perfect fit for your organisation in order to give you that competitive edge? Content Covers Choosing the right supplierChoosing the right solutionQuality monitoring to build customer loyalty and competitive differentiationConclusion - Which factors should...

We've teamed up with Contact Babel in their latest report: “The Inner Circle Guide to Cloud-based Contact Centre Solutions (4th edition)".  This guide aims to provide a detailed and definitive view of: the reality of implementing Cloud-based Contact Centre Solutionsvendors and products available for Cloud-based Contact Centre Solutionswhat the future holds for the Cloud Contact Centres It's a must read guide regardless of what stage of the cloud journey you are on. Here are some of the topics our in-depth guide delves deeper into:...