Skip to main content
Category

Moving to the Cloud

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…

Read More
Digitising Communications in the Legal Sector

Digitising Communications within the Legal Sector

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

Harnessing digital technology is one of the top 3 priorities for Legal firms. A trend hastened by the switch to hybrid working as legal teams look to collaborate internally and engage with clients without face-to-face contact. However, while going digital is a priority, it is essential that it doesn’t impact the high levels of service quality that clients expect. In…

Read More
Top 10 blog CX posts

Top 10 CX blog posts – learning from 2021

By Contact Centre, Customer Experience, Hybrid Working, Knowledge Management, Microsoft Teams, Moving to the Cloud, Remote-Working, Unified Communications & Collaboration

It’s been another year of transformation for the contact centre industry. The pandemic continues to impact every aspect of people’s lives, forcing companies to adapt to new customer behaviours and changing working models. To help prepare for the year ahead, we’re therefore highlighting some of the key trends to watch out for through a review of our top 10 CX…

Read More
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…

Read More
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….

Read More
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…

Read More
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…

Read More
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…

Read More
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…

Read More