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All Posts By

Helen Billingham

How Microsoft Teams underpins hybrid working

How Microsoft Teams underpins hybrid working

By Contact Centre, Hybrid Working, Microsoft, Microsoft Teams, Real-Time Speech Analytics

The last year has seen unparalleled change in the contact centre, with the acceleration of remote working due to the pandemic and lockdowns. As the world continues to change and moves to more hybrid, collaborative ways of working, how can organisations ensure they are ready to better serve customers – and support their staff? This hybrid future was the theme…

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4 trends to underpin future hybrid working

4 trends to underpin future hybrid working

By Chatbots & AI, Hybrid Working, Moving to the Cloud, Real-Time Speech Analytics, Self Service, Unified Communications & Collaboration

2020 was a year of profound change, with the pandemic turbocharging many existing trends such as remote working and the switch to digital channels. It has fundamentally changed how we work, especially in the customer service industry. And while current lockdowns mean most contact centres remain closed with staff working from home. So now is the time to focus on…

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choose the right contact centre solution

Essential insights for ensuring you choose the right contact centre solution

By Contact Centre, Moving to the Cloud, Unified Communications & Collaboration

Today, delivering excellent customer service is essential, which means you need the right contact centre technology in place to support your operations. Every organisation is different, so it’s important to choose the right solution for you. Making the right choice Start the process of choosing a new contact centre solution by asking three key questions: What are your business needs? Review…

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Spotlight on 2020: our top 10 blog posts from the year

Spotlight on 2020: our top 10 blog posts from the year

By Contact Centre, Customer Experience, Knowledge Management, Self Service, Voice of the Customer (VoC)

It’s an understatement to say that 2020 was a year of huge change everywhere. Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. In this post, we highlight some of the key developments of last year in a review of our top blogs from…

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4 things contact centres can learn from Father Christmas

4 things contact centres can learn from Father Christmas

By Contact Centre, Customer Experience, Voice of the Customer (VoC)

As we come to the end of a dramatic and unprecedented year, everyone is looking forward to Christmas, even if current regulations mean it will be very different to normal. Thankfully, one thing that won’t change is the seasonal appearance of Father Christmas, delivering presents to millions around the world. The man in red has an unrivalled reputation for customer…

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Video and the virtual face of the contact centre

Video and the virtual face of the contact centre

By Video Collaboration, Video Communications, Video Conferencing

During the pandemic, the already rising popularity of video has accelerated. Video now plays a much larger role in our private lives as we rely on it to maintain socially distanced relationships with friends and family. It is also now central to our working day, where people are embracing video for meetings and team collaboration. Demonstrating this, the number of…

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5 key contact centre predictions for 2021

5 key contact centre predictions for 2021

By Call & Screen Recording, Cloud, Customer Experience, Quality Control & Customer Insights, Video Collaboration, Voice of the Customer (VoC)

Driven primarily by the impact of the pandemic, 2020 has been a year of dramatic change in the way contact centres are run. We’ve seen the kind of evolution that you might expect to happen gradually over 5 years compressed into 5 months, as companies were forced to embrace remote working for the majority of their employees overnight. The positive…

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The rise of the super-agent

The rise of the super-agent

By Customer Experience, Knowledge Management, Real-Time Speech Analytics, Training, Voice of the Customer (VoC)

Over the past few years’ customer service has undergone a huge transformation. It has never been more important to winning and retaining customers, with more demanding consumers asking more queries, across more channels than ever before. At the same time, a greater proportion of routine customer service queries are now handled through web and voice self-service – research suggests that…

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Why integrating your CRM and telephony system is essential for improving customer service

Why integrating your CRM and telephony system is essential for improving customer service

By CRM, Inbound Call Centre, Outbound Call Centre

Consumers today expect a personalised service that recognises and values them, however they make contact. As part of this, they want organisations to use the information they have within their customer relationship management (CRM) software to provide a personalised experience, tailored around their buying preferences and previous interaction history when getting in touch through channels such as the phone. Equally,…

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