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Moving to the Cloud

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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scaling the peaks of customer service

Scaling the peaks of customer service demand

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

Many sectors are much busier at particular times in the year. While Christmas is the biggest peak for industries such as retail, every organisation faces surges in demand that they need to meet. For example clearing for university places after A-level results are announced in August is the busiest time for higher education institutions, as we explain in this recent blog…

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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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the-state-of-uk-customer-satisfaction-in-2021

The state of UK customer satisfaction in 2021

By Chat, Contact Centre, Customer Experience, Email, Moving to the Cloud, Self Service, Voice of the Customer (VoC)

As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Running since 2008, the ICS’s twice-yearly…

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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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