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Unified Communications & Collaboration

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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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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6 key trends in housing association customer service for 2021

By Chatbots & AI, Housing, Hybrid Working, Microsoft Teams, Unified Communications & Collaboration

For Housing Associations, customer service is key to success – it is essential to keep customers happy and make it very easy for them to communicate with the organisation. Previously, customer contact has often been limited to office and telephone interactions.  Coronavirus necessitated a rethink to maintain service standards and customer satisfaction whilst creating a safe working environment for staff…

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Extending Teams into your contact centre: 4 keys to a successful migration

By Contact Centre, Enterprise, Microsoft, Microsoft Teams, Small/Medium Business, Unified Communications & Collaboration

Deploying Microsoft Teams within customer service delivers significant benefits, such as increasing collaboration, underpinning hybrid and blended working and ensuring agility by improving integration and information sharing with other departments. All of this helps to create a more unified and efficient experience for customers and agents. However, extending Teams into the contact centre requires careful planning if you are to…

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How collaboration tools are delivering contact centre benefits

How collaboration tools are delivering contact centre benefits

By Collaboration Tools, Enterprise, Microsoft Teams, Service Provider, Small/Medium Business, Unified Communications & Collaboration

The last twelve months have seen a major acceleration in the use of collaboration and communication tools across businesses thanks to the pandemic and the rise of home working. These tools enable employees to work together seamlessly and access the information they need to do their jobs, wherever they are based. At a time of increased focus on customer service,…

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Supporting agent wellbeing in a hybrid working world

Supporting agent wellbeing in a hybrid working world

By Collaboration Tools, Contact Centre, Hybrid Working, Microsoft Teams, Training, Unified Communications & Collaboration

Your people are your greatest asset, and this is particularly true when it comes to the contact centre. Your agents are the frontline representatives of your company and brand and are central to delivering the service and experience that attracts and retains customers. That means that investing in ensuring their wellbeing is vital to your business. The pandemic and lockdowns…

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5 areas where Microsoft Teams delivers ROI in your contact centre

5 areas where Microsoft Teams delivers ROI in your contact centre

By Collaboration Tools, Contact Centre, Microsoft, Microsoft Teams, Unified Communications & Collaboration, Video Collaboration

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…

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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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