Embracing seismic shifts in cloud communications

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There's no one-size-fits-all A few days ago, at a sales and marketing event, there was an interesting debate about why some technology trends mattered more than others. It started with the importance of cloud communications for mid-market businesses and how CIOs could use it to boost business ca [...]

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Behind the X with 8x8

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Behind the X with 8x8 A few weeks ago our CTO and Chairman was interviewed about the origin of the X Series on UC Today. He gave UC Today a behind-the-scenes look at the mindset and thought processes behind the "X" of 8x8. Q) Tell us About the beginning of 8x8 and how you've grown? 8x8 began i [...]

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Make every citizen request count

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Equipping frontline council staff with digital tools to deliver better citizen outcomes A few months ago, I wrote about the exceptional experience I got from Amazon’s customer services (read Six Steps for Citizen-Centric Experiences in the Expectation Economy blog). That is the same expectat [...]

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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

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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