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Conn3ct Blog | Contact Centre

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...

Why AI is the Future of Cloud Contact Centre Technology

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

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...

5 Customer Experience Metrics You Need to Track

 

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

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