Over last year we’ve seen tremendous growth in Microsoft Teams, with the number of daily users nearly trebling to 115 million between March and October 2020 alone. Extending Teams into the contact centre has the potential to deliver major benefits in terms of agility, collaboration and communication. However, to justify rolling out any new platform or technology, it’s important to quantify…
Thanks to COVID-19, 2020 was a challenging year for everyone. The pandemic led to enormous additional pressure on customer service, in two main areas: Firstly, customer needs changed dramatically. Use of digital channels increased exponentially, and consumers wanted greater reassurance and support from the organisations they dealt with. Secondly, lockdowns meant that contact centres had to switch to working remotely,…
As we start 2021 it’s the perfect time to focus on resolutions for the year ahead in both our business and personal lives. So, after a challenging 2020 how can contact centre operations be improved – particularly when it comes to reducing hidden costs while still delivering great service? We’d recommend starting the year by carrying out a health check…
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…
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…
Pandemic lockdowns forced many companies to quickly switch their customer service teams to work remotely, with very little advanced warning. While most organisations managed the transition and were able to stay operational, many only achieved this through workarounds such as cutting their hours of service, reducing the number of different contact channels, and increasing their SLAs. Now, as we move…
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