Martin Cross

Lessons Learned From The COVID Crisis So Far

A Business Continuity Plan requires a business to anticipate any potential scenarios that may disrupt their operations and provide contingency...

The Rise of the CRM in the Contact Centre Space

In today’s world, consumers increasingly demand a more personalised and seamless customer experience. As a result, the CRM’s role in the Contact...

Key Considerations for a Successful Remote Working Strategy

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

Maximising UC & Contact Centre Technology To Provide Business Contingency

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...

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...