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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Q&A with Chrissie Spencer, Head of Group Marketing for The DDC Group

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This week we interviewed Chrissie Spencer, head of group marketing for The DDC Group Can you give a brief introduction to DDC as a business? Chrissie: DDC OS UK is a leading business process outsourcing business. Some of our clients include GB Energy Supply, South East Water, Robin Hood Energy, th [...]

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Key Trends That Will Impact the UCaaS Industry

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Key Trends That Will Impact the UCaaS Industry We have already seen several contact centre acquisitions in the unified communications space as other players finally realise that UC and contact centre should never have developed as separate products. We knew long ago that they belong together on on [...]

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Q&A with Mary Ellen Genovese at 8x8

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Q&A with Mary Ellen Genovese at 8x8: From the USA to the UK, my journey in communications This week we interviewed Mary Ellen Genovese, Managing Director of our European Operations   Can you give a brief introduction to your role at 8x8? Mary Ellen: My role at 8x8 is Managing Director of Eur [...]

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Be honest, do customers dread calling you?

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Do customers dread calling you — fearing they’ll lose hours of their lives, get misunderstood and end up disappointed? We’ve all experienced huge frustration when calling a contact centre with a simple request to change our account details, alter an order or ask a question. We end up making multip [...]

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Rise Above the Noise

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Do you stand out from the crowd? Any £35 billion industry is going to be hyper competitive¹. With such a large market opportunity, there is little surprise that 9,000 new recruitment firms entered the market in 2017 alone², bringing the total number of agencies in the UK to over 25,000³ and the numb [...]

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The Rise of Faceless Customer Service

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What retailers can do about it More UK customers are buying online than any other country in the world.¹  This means the rise of customers interacting with faceless companies that have little to no human interaction and the need to rely on Twitter for complaints. But for these organisations, c [...]

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Should You Come Clean About Chatbots?

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How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If you mask a chatbot as a human, I think I’m talki [...]

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