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All Posts By

Helen Billingham

choosing a cloud-based call accounting solution

5 key considerations to choose the perfect cloud-based call accounting solution

By Call Billing, Microsoft Teams, Quality Control & Customer Insights

Call accounting software is essential for any business that needs to capture, record, and control the costs of telephone usage events. By enabling you to track what calls have been made, to what numbers and how much they have cost, it increases visibility over your network, enabling you to identify and prevent fraud, billing errors and telephone misuse. Analysing call…

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Building agility into your customer service strategy

Building agility into your customer service strategy

By Actionable Notifications, Knowledge Management, Moving to the Cloud

It currently seems that disruption is the new normal. From the impact of the pandemic to the latest supply chain issues affecting petrol stations, problems caused by external factors are growing. These can appear quickly and are difficult to foresee or plan for. To cope businesses have to build agility into their customer service strategy. This requires a more flexible…

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customer service agility

Why agility is now at the heart of customer service success

By Customer Experience, Hybrid Working, Moving to the Cloud, Remote-Working, Unified Communications & Collaboration

Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, most companies treated them as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible. This changed as businesses (and management) realised the importance of customer service and customer experience to winning and retaining customers….

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migrating your contact centre to the cloud

5 tips for successfully migrating your contact centre to the cloud

By Cloud, Moving to the Cloud

The trend for contact centres to embrace the cloud is accelerating as businesses see the benefits of greater efficiency, scalability, and flexibility. In our previous post we answered some of the most common questions about migrating your contact centre to the cloud. Now, we’re going to explore five useful tips to ensure your migration runs smoothly, while also delving into the key capabilities…

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Driving Channel Choice In Customer Service

Understanding The Factors Driving Channel Choice In Customer Service

By Chat, Customer Experience, Email, Inbound Call Centre, Self Service

Consumers now have an ever-widening range of channels for interacting with companies. That puts the onus on companies to offer a consistent, high quality service across all of them. But what is driving channel choice in customer service and how can they resource channels effectively and efficiently? Getting the right balance has to start by understanding your customers. How, why…

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Moving Your Contact Centre to the Cloud

Moving Your Contact Centre to the Cloud

By Cloud, Contact Centre, Moving to the Cloud

A growing number of organisations are moving their contact centre infrastructure to the cloud. Across a whole range of industries, from housing and local government to retail and financial services, they are benefiting from greater flexibility and increased cost-effectiveness. However, many organisations still have questions about whether they should move their contact centre to the cloud. In this blog we therefore…

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Getting ready for clearing customer service

Getting ready for clearing customer service with the cloud

By Contact Centre

While the pandemic has impacted the whole of society, young people have been particularly affected. For example, this year’s A level students have seen their exams cancelled and replaced by alternative assessment models, while many have missed substantial parts of their schooling over the past 18 months. And for those looking to go on to higher education, they probably haven’t…

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The future of customer service for housing associations

By Housing, Hybrid Working

The ability to deliver high quality, consistent customer service is essential for housing associations. It one of the key areas that regulators evaluate when assessing providers. However, housing associations today face multiple customer service-related challenges, some intensified by the pandemic. What are these challenges and how can they be overcome? Building on our previous guest post from consultant Phil Riley…

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Technology to support your agents

8 ways technology can better support your agents

By Call & Screen Recording, Contact Centre, Knowledge Management, Live Video Chat, Real-Time Speech Analytics, Workforce Management

Contact centre agents are the frontline of your organisation. However, their jobs can be very stressful. Agents are often called on to help customers who may be angry or upset and they have to react with professionalism, compassion and empathy. Their jobs can often be monotonous and pressurised, with continuous monitoring to ensure they are resolving customers queries as fast…

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