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contact centre analytics

Unlocking the real power of contact centre analytics

By Agent Evaluation, Business Intelligence, Quality Control & Customer Insights, Real-Time Speech Analytics

Effective contact centre analytics is vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions. This data is often siloed within individual departments or software systems, adding complexity. Additionally, it can be difficult to understand or visualise by…

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leadership people skills steps to engage agents

Essential leadership people skills steps for excellent agent experience & morale

By Contact Centre

Contact centre leaders and managers often lament about the high rate of agent turnover. ContactBabel reports that agent turnover rates average 24%, but that 28% of contact centres now have to deal with attrition rates of over 30%. This is not surprising yet it is still very concerning. The contact centre industry has had notoriously elevated turnover rates for years….

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contact centre choice

Cloud v on-premise: why it’s a matter of contact centre choice

By Contact Centre, Deployment Options, Moving to the Cloud

No two organisations are the same, meaning their contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud, with many contact centres deploying Contact Centre as a Service (CCaaS) solutions. However, the cloud isn’t necessarily right for everyone. Some organisations have strong reasons to retain their systems on-premise. Alternatively,…

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How to pick the right CCaaS vendor

How to pick the right CCaaS vendor

By Contact Centre, Moving to the Cloud

Contact Centre as a Service (CCaaS) platforms deliver new customer service capabilities, improving both efficiency and the customer experience. In a fast-moving market, you don’t want to become locked into a provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalise on the advantages offered. How can…

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customer service budgets

Why cutting customer service budgets is a false economy

By AI & Automation, Contact Centre, Customer Experience, Moving to the Cloud, Voice of the Customer (VoC)

Most companies are now finalising their customer service budgets for 2024. However, given the economic downturn, there’s likely to be more pressure to look for ways to reduce spending. Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost centre rather than a source of competitive…

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CCaaS business case

Building a CCaaS business case

By Contact Centre, Moving to the Cloud

There is a growing momentum in the adoption of cloud-based Contact Centre as a Service (CCaaS) solutions. However, at the same time, economic conditions are increasing pressure on contact centre budgets. To get your CCaaS project and investment signed off you therefore need to create a compelling business case. Following these six steps maximises your chances of getting your project…

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Agent experience

How technology can improve the agent experience

By AI & Automation, Contact Centre, Customer Experience, Hybrid Working, Moving to the Cloud, Unified Communications & Collaboration

Providing a high-quality agent experience benefits both contact centre employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave. However, traditionally contact centres have struggled with the agent experience. Much of this is down to the nature of the job. On top of having to help customers with…

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Speech automation

Transforming customer service through speech automation and CCaaS

By AI & Automation, Chat, Contact Centre, IVR

Harnessing speech automation enables organisations to increase convenience for customers, improve service levels, and boost efficiency. However, previous speech automation solutions, such as voice IVRs, had significant drawbacks. They were expensive and time-consuming to implement and run. This limited their use to the largest organisations. Performance and understanding were also unpredictable, frustrating customers who gave up and spoke to an…

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proactive customer service

Understanding the keys to proactive customer service success

By AI & Automation, Contact Centre, Customer Experience, Messaging/SMS

In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimise effort and deliver service seamlessly. How can they achieve this? Gartner’s Dynamic Customer Engagement (DCE) framework provides an answer. It aims to empower customer service to deliver the “next best action,” saving customers time while reducing unnecessary interactions…

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Omnichannel CCaaS

The Rise of Omnichannel CCaaS: Delivering a Seamless Customer Experience

By Contact Centre, Customer Experience, Moving to the Cloud

Customers, more than ever, expect an omnichannel experience. They want the convenience of being able to move seamlessly between different digital and human channels. One of the most effective ways of supporting this is deploying an omnichannel Contact Centre as a Service (CCaaS) platform to underpin current and future needs. BT’s latest Autonomous Customer 2023 research highlights the growing demand…

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