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Conn3ct Blog | Contact Centre

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...

Why Contact Centre Technologies Drive Customer Experience

‘A good workman never blames his tools’, or so the old saying goes. However, given the opportunity, I’m sure many would happily upgrade their...

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...

On-Premise, Cloud or Hybrid: Identifying the Right Contact Centre for Your Business

Contact centres are a key customer experience touchpoint and inevitably a substantial cost base too. Companies are rightly concerned about...

How To Keep Service Levels High In A Crisis

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...

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...

How to meet the challenge of an increase in staff working from home

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...

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...

Chatbots vs. Web Chat: 5 Key Differentiators You Need to Know

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...

What Does a Great Customer Experience Look Like?

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

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