Connect with your customer at every level
to deliver a brilliant customer experience.
Meaningful connection is becoming increasingly important as businesses move online to meet the demand of millions of new digital customers.
The contact centre has never been more central to delivering an outstanding and seamless customer experience, but how are contact centre agents coping with this sudden shift?
For the first time, our global research asks contact centre agents about their experiences so that we can help businesses move past survival to a thriving future.
Cloudy with a chance of AI Webinar with Dr. Nicola Millard
Watch our webinar to hear new insights into the future of the contact centre.
Want to find out more about the revolutionary strategies that will transform the contact centre of the future? We’ve brought together a collection of expert opinion, insight and advice across these blogs.
Our research looks at changing consumer behaviour and how handling complex conversations under pressure has affected agents.
Our research with Cisco reveals the effects of the pandemic on customer attitudes towards contacting large organisations.
Today’s contact centre needs to redefine ‘omnichannel’ to deliver an excellent customer experience and meet their expectations.
AI promises to enhance the customer contact experience, but some organisations struggle to make the most of the technologies.
Organisations migrating key operations such as contact centres to the cloud need to take a holistic approach.
How can organisations make the most of the cost saving opportunities?
Balancing productivity and wellbeing in a remote contact centre brings challenges around working practices, agent engagement and collaboration tools.
Organisations need to review and improve their contact centre security to adapt to a more permanent homeworking environment, or risk security breaches.
71% of contact centre agents prefer working from home. Cloud technology has played a big part in supporting this. Benefits include environmental, financial, and operational.