Blog 2017-09-08T16:16:28+00:00
3010, 2017

How can intelligent routing increase the customer experience?

Imagine calling through to your current Gas/Electricity supplier, and that supplier is able to identify you and route you through to the relevant department that you need – no more pressing 1 for this, 2 for that or maybe just not pressing anything in the hope that they have a default option that will put you through to someone, anyone that can help with your query. Existing Customer or New Customer let’s give you a bespoke IVR experience (if you’re an existing customer do you really want to hear about all the deals that are on offer to new Customers that you don’t [...]

2310, 2017

Why is CCaaS so unreliable?

We see so many disillusioned customers coming to us thinking that the “cloud” is unreliable and expensive because of poor experiences with our competitors. What they don’t know is that they haven’t been using a cloud. It occurred to me that in the context of the contact centre industry, there is still a lot of confusion in the market about the term "cloud”. How can you quickly and easily distinguish the difference between a hosted infrastructure and cloud infrastructure, how do they differ and most importantly, why should you care? Let’s first deal with why you should care. If you are not [...]

210, 2017

GDPR & The Contact Centre – #2 Personal Data

In our continuing series on GDPR and the contact centre, we're going to turn our attention to a major change in regulation as we approach the deadline for the enforcement of the GDPR: the definition of personal data. Under the GDPR, what constitutes personal data has been greatly expanded to reflect changes in technology and consumer behaviour - which contact centre practitioners need to be aware of and manage the associated risks. Article 4 of the GDPR widens the definition of personal data to include "an identification number, location data, an online identifier or to one or more factors specific to the physical, [...]

2509, 2017

GDPR & The Contact Centre – #1 Are you “fully” compliant?

The EU General Data Protection Regulation (GDPR) is causing much head-scratching and debate as organisations grapple with its requirements.  In the UK, the Data Protection bill is currently at second reading in the House of Lords as I write, GDPR is set to be written into the statute books of English law so  Brexit will is not going to nullify the requirements of the GDPR for UK data subjects. I'm going to be writing a series of articles to help contact centre professionals and leadership teams grapple with what GDPR will mean for us in the industry. To get the ball rolling, I [...]

709, 2017

Cirrus Visits The Sunshine Boys Rehabilitation Centre

Recently, we set off on an adventure to work with Footsteps International, a charity that works in Naivasha, Kenya, to provide residential space (The Sunshine Boys Rehabilitation Centre) and many other forms of support for local boys who were living on the streets. Some of us went to lend a hand on some decorating tasks to improve the boys’ dorms, while others built a water tank at a local school; I even had the opportunity to visit and teach a few lessons. The experience really challenged my perspective on life and work. Here’s why... From working with those who have a lot [...]

408, 2017

Work With A Company That Invests In Others – The Importance of Corporate Social Responsibility

‘Creating a strong business and building a better world are not conflicting goals – they are both essential ingredients for long-term success’. – William Clay Ford Jr. I head up the Corporate Social Responsibility at Cirrus. This makes a bigger difference for those looking to do business with us than you would imagine. The corporate world can have a tendency to be cut-throat, solely money focused and push for the best possible outcome that will generate revenue, often at the expense of the customer experience or provision of support. Buy from a business like this, and your worth as a customer is based on [...]

208, 2017

What’s Special About The Cloud For Contact Centres?

Considering the cloud for your contact centre technology is far more than selecting whether you want to make a capital purchase of the technology or consume it on a pay-as-you-use basis. The cloud offers contact centres with many more capabilities that are simply not possible with a premise based solution, and these capabilities can help drive both contact centre productivity and improve customer experience. Here are just six things that are special about cloud contact centres: One - Virtualisation It is possible to virtualise premise based contact over multiple locations but it is neither easy nor elegant. Calls have to be overflowed from [...]

108, 2017

Listening To Your Customers Social Chatter

It is no longer just about the telephone, consumers want to communicate in different ways, at different times, for different reasons. Social media is playing a major part in this, consumers post, like and tweet and sometimes it is about you or what you could do for them. To fully engage with your customers and prospects it is time to embrace the channels of communication they use. While the phone is still crucial for resolving complex queries, the importance of social media should not be ignored. Hear Your Customers If today’s customer is unhappy with the service they have received from you, they [...]

2607, 2017

Why I Chose an Apprenticeship with Cirrus

My name is Rakesh Naidu, I am 18 years old and I am one of the newest additions to Cirrus. Rather than choosing University with the rest of my peers, I took the opportunity to work at this fast paced company. Here’s why… In the six months that I have been working for Cirrus, my knowledge of the Cloud Telephony industry has gone from being minimal, to the point where on a daily basis, I am supporting customers with technical issues ranging from creating user accounts, to analysing web logs and troubleshooting the cause for errors effecting live customers. Cirrus have provided me [...]

2607, 2017

Difference between Customer Experience and Service

Customer experience is an all too frequently used word nowadays. People are losing sight of what it really means – replacing the word ‘service’ for ‘experience’ and carrying on as we did five years ago. I was fortunate enough to work for Telefonica o2 in the middle of the mobile market boom, and for a company that was creating unique customer experiences before the term was even created. Its purpose? To create brand fans. Not to simply impress people with speedy customer service, which was a default position – it created experiences to win brand loyalty. Here is why: Occasionally large organisations will [...]

2607, 2017

Work with a Company that Invests in Others

People want to connect with businesses quickly and easily, do what they need to do, then get on with their day. The easiest way for them to do that is using text messaging. It’s cost effective, (most have text messaging bundled in their mobile phone contract) and it’s what we’re all used to doing with friends and colleagues each day anyway. Fast and easy for your customers and staff We all walk around with a mobile phone in our pocket from the morning just after we’ve woken, (scarily) until we hit the hay. We spend a reasonable amount of time on calls, too [...]

2607, 2017

Offer text message support in the Contact Centre to save costs and deliver effortless customer experiences

People want to connect with businesses quickly and easily, do what they need to do, then get on with their day. The easiest way for them to do that is using text messaging. It’s cost effective, (most have text messaging bundled in their mobile phone contract) and it’s what we’re all used to doing with friends and colleagues each day anyway. Fast and easy for your customers and staff We all walk around with a mobile phone in our pocket from the morning just after we’ve woken, (scarily) until we hit the hay. We spend a reasonable amount of time on calls, too [...]

2107, 2017

Quality Monitoring Is Not Just For Large Contact Centres

Most contact centre managers are familiar with the concept of quality management and quality monitoring, however, it is often thought (wrongly I must add) that best practices in quality monitoring and associated tools are only appropriate and affordable for the larger contact centre. Quality Starts With A Single Agent At what size does a contact centre need to focus on quality? The answer is simple, quality is important to every contact centre regardless of whether it has a single agent or many thousands of agents. Your contact centre is a primary interface to your customers, it represents your brand and it defines what [...]

1407, 2017

Putting The Intelligence Into Call Routing

Customers’ often state that one of the most frustrating issues that causes a detrimental customer experience is not being connected to the right person when they call a contact centre.  They end up being transferred multiple times before reaching an agent that can deal with their query wasting both the customer’s time and resulting in productivity loss for the business through process inefficiency. As contact centres have grown both in terms of their size and the breadth of the services they cover, they are experiencing a significant challenge in trying to connect each customer to the most suitable agent. It is a fact [...]

707, 2017

Optimising The Contact Centre Workforce

Regardless of how large or small your contact centre is, one of the major challenges you face is staffing. How do you ensure that you have enough agents to cope with peak demand while at the same time never find yourself overstaffed? You have two options. You either spend hour after hour slaving away trying to manage shift patterns in spread sheets, or you take advantage of ready-made applications that enable workforce optimisation (WFO). Predicting Demand Workforce Optimisation utilises sophisticated algorithms that leverage historic call flow data to predict future demand. It takes into consideration time of year, day of week and time [...]