Martin Cross

How Conn3ct Enables Digital Transformation

To service today’s customers, your business needs to stay relevant and deliver a consistently efficient and streamlined service. At Conn3ct, our...

Everything You Need to Know About the Voice Channel in a Contact Centre

As we all know customers can make contact to a Contact Centre via various devices. Most typically these are traditional phone (voice), computer...

Web Chat and Messaging in Customer Service

There is no question that digital channels and new technologies are rapidly transforming the customer service industry.

Automation is making it...

How to Determine if Your Contact Centre Should Join the Cloud

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible...

4 Ways to Optimise Self-Service in a Contact Centre

There is a good reason why self-service is popular with Contact Centres; cost. The average salary for a Customer Services agent in the UK is...

6 Best Uses for Chatbots in a Contact Centre

The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact centre jobs. In...

3 Steps to Deliver Contact Centre Transformation

The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By...

The Dangers of Using Legacy Technology for Voice Biometrics

A BBC article detailed a voice biometric ‘hack attack’ by twin brothers on their HSBC account. It highlights weaknesses in the legacy technology...