Conn3ct Blog | Contact Centre

As the immediate chaos of the COVID-19 pandemic eases, most contact centres are reflecting on how they can become more resilient. Is your contact...

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...

Tony Dolan | 7 April 2020

With most employees working from home, it has created some business-critical challenges for our customers to cope with that didn’t exist not too...

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...

Tony Dolan | 14 November 2019

Live web chat is a popular way to deliver customer support, in fact, you can argue that some demographics prefer website chat to other channels...

Tony Dolan | 6 November 2019

Meeting and exceeding customer expectations has always been a key factor that distinguishes growing, successful businesses from those that...

Tony Dolan | 1 November 2019

Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is often arming the...

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...

Tony Dolan | 18 September 2019

Making an argument in support of excellent customer experience (CX) is not hard at all. In fact the majority of organisations already consider...

Tony Dolan | 20 August 2019

Customer experience is top of mind for companies large and small but nonetheless businesses still commonly fail to make the grade. No company...

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