Is Your Business AI-Ready?

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Is your business AI-ready? As legacy systems have struggled to meet the speed expected by the modern customer, the introduction of artificial intelligence (AI) into the contact centre has allowed customer service departments to regain the upper hand.> More and more contact centres are adopting [...]

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8x8 + Wavecell: The New Era of Personalised Customer Experiences is Here

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The Digital Economy killed “one-size-fits-all.” From the way we collaborate to the products we purchase, businesses succeed on their ability to deliver precisely tailored experiences and offerings. Whether you’re B2B or B2C, we live in a “me” culture to the extreme. This presents an incredible opp [...]

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Accelerating the digital shift in public sector

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Innovation and the "entrepreneurial state"  When people talk about technology adoption and innovation in the public sector, it’s common to hear sarcastic comments, followed by various adjectives for “ineffective”, “wasteful” or “unproductive”. However, I came across a thought-provoking book [...]

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Delivering support when it's needed the most - The public sector contact centre

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What challenges did this public sector organisation have? Like many public sector bodies, they told us that making efficient use of existing resources was a key priority. The organisation's old contact centre system was not fit for purpose. The agency was receiving over 20,000 inbou [...]

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Six Steps for Citizen-Centric Experiences in the Expectation Economy

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Recently, I ordered an Amazon Kindle book from my smartphone by mistake. I realised the error but didn’t know how to cancel the order. So I clicked “Contact Us,” and immediately the Amazon messaging assistant sprang to life to qualify my query and offered to connect me to a customer service agent. [...]

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Is your business up to speed when it comes to communication in customer service?

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Today, we have more channels than ever at our fingertips to contact customer service teams, so you would think that getting in touch with a business would be quick and simple. In reality, this is not always the case. Businesses are up against it when it comes to delivering a high quality service, [...]

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Are you doing enough to support flexible working with technology?

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The 9-5 office routine is becoming a thing of the past, with flexible working now a common policy in UK companies. A recent study suggests *72% of workers believe a remote working policy is one of the most important benefits companies can offer them, so companies who ignore it risk being left behind [...]

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What happened at this year’s Call & Contact Centre Expo?

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After an exciting few days at this year’s Call & Contact Centre Expo in London, it is clear that there has been a huge amount of innovation since last year. Businesses are realising that the contact centre is full of useful customer insight, integrating technology into the contact centre and using [...]

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The Rise of the Contact Centre

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With the Call and Contact Centre Expo just around the corner, we’ve taken a look back at how the call centre has evolved over the years. The history of the call centre begins with the invention of the telephone in 1876, but the ability to handle multiple calls came with the creation of PABX around 9 [...]

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New Integration with Google Cloud Contact Centre AI

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Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Centre AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Centre, without having to invest in a home-grown artificial intelligence program. “Contact C [...]

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