Posts about Cloud Contact Centre

Unlock five-star CX in retail & hospitality with the Cloud

More than 800 fax machines are still being used by the NHS – almost four years after the Government's deadline for a total ban on them.

Over three quarters of customers expect to solve complex problems in a single interaction with one agent. But let’s be honest, you can’t do that with your legacy call or contact centre, can you?

Many of you have started on a company’s website and when in need of support been forced to call their Customer Support.

How can we keep our businesses going when countries are “locked down” and travel restrictions are stopping people from travelling?

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Can AI truly benefit CX? The year 2020 brought about many things, the major one being COVID-19. It was also the year of facemasks, social distancing and hand sanitiser. But there was, as we look back in hindsight, brilliant aspects to the year that will go down in history as one of the worst in decades. AI is undoubtedly a positive aspect of 2020. But despite the surge in businesses all scrambling to adopt it, keen to pave a way to their recovery out of the pandemic, many are sadly not learning lessons from the year COVID struck changing the face of businesses worldwide.

Keeping your customers happy is your number one priority, but your agents need to be productive and efficient to achieve this. In a remote working world, how do we achieve this?

Remember the good old days? When the phone was the only way to interact with the contact centre? You could only queue as many calls as the on-premise ACD server could handle and your agents could work 9am-5pm? Well wake up, its 2021 and it's time to adapt to the new normal. In this article, I’m going to provide an idiots guide to unifying voice and digital interactions and tell you the things we as solution providers wish you knew!