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Unified Communications & Collaboration

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, Local Government, Moving to the Cloud, Unified Communications & Collaboration

Today, delivering excellent customer service is essential. This 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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