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cloud contact centre migration

The why and how of successful cloud contact centre migration

By Cloud, Contact Centre, Moving to the Cloud

As businesses adapt to a fast-changing world, they are increasingly moving key parts of the contact centre to the cloud. This shift accelerated during the pandemic lockdowns: with offices suddenly closing, companies were forced to move to home working. Cloud-enabled systems allowed them to continue operating seamlessly. Now, post-pandemic this trend is continuing with contact centres using the cloud to…

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outsourced customer service

6 crucial factors to outsourced customer service success

By Call Billing, Cloud, Contact Centre, Knowledge Management, Real-Time Speech Analytics, Voice of the Customer (VoC)

There are multiple reasons why brands might choose to work with outsourcers to help deliver their customer service. For example, they might be a new or small firm that has yet to establish an in-house contact centre. Or they aren’t in a position to invest in one. Alternatively, they might be entering a new market where they need on-the-ground support….

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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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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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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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