Conn3ct Blog | Martin Cross

Martin Cross | 23 April 2020

After being forced to experience home-working en-masse through the COVID-19 pandemic, many feel that the days of the traditional office-based...

Martin Cross | 12 March 2020

When a disaster recovery plan is put into action for a business, it results in important decisions that need to be addressed to ensure business...

Martin Cross | 10 December 2019

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

Martin Cross | 10 October 2019

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

Martin Cross | 17 January 2019

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

Automation is making it...

Martin Cross | 2 November 2018

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

Martin Cross | 3 October 2018

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...

Martin Cross | 17 September 2018

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...

Martin Cross | 4 September 2018

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...

Martin Cross | 19 May 2017

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

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