608, 2018

Demystifying The Difference Between a Chatbot and Artificial Intelligence (AI) in the Contact Centre?

Artificial Intelligence (AI) plays an instrumental role in the evolution of customer service and the overall customer experience - helping reduce the overall customer effort and meeting the ever-rising expectations of the ‘always-on access’ customers, who instinctively want to self-manage on their own terms. With the rise of so many AI based technologies available in the market place, how do we cut through all the noise? There’s a great deal of confusion in the market regarding the difference between Machine learning, Conversational AI and a Chatbot? How do you know which will exceed your customers’ expectations? AI is an overused term in our [...]

1807, 2018

Are your customers truly at the heart of everything you do with Omni-Channel?

Are you really addressing customer experience in the contact centre? Are you matching all the channels they use to communicate? Do you have a clear view of the entire customer journey? Is your contact centre provider really allowing you to engage with your customers on all channels (including WhatsApp, app store etc) whenever, wherever? Never before in history has technology progressed so rapidly that organisations have had to change so fast. The next generation of people (those born between 1995 and 2010 who account for 27% of the world population) is entering the workforce and has spending power. They expect to be [...]

207, 2018

How do you personalise the Customer Experience (CX) with Artificial Intelligence (AI) and Omni-Channel?

How we interact with customers has changed significantly over the past decade and looks set to continue to rapidly evolve over the next decade with accelerated digitalisation. Customers demand an effortless experience and choice in the way they interact with an organisation. They want to use chat, email, SMS, Facebook, Whatsapp and cleverly routed calling to connect quickly. Therefore, organisations need to enable engagement with customers in the most responsive and effective way. The customer experience is not measured on individual interactions, although these are important, it is judged on the complete customer journey and it is this that is proving to [...]

2704, 2018

How To Assess ROI from Your Cloud Contact Centre Solution

Choosing to invest in any transformative technology is never just a matter of comparing features and deploying the one that is the closest match to your requirements. We all live in the real world, where price is always going to be a consideration. However, “price” is somewhat of an arbitrary metric. If you’re investing in a system that is going to last for 5-10 years, the upfront cost is just a part of the equation. If, for example, you are comparing the relative costs of a cloud contact centre solution versus a traditional on-premises solution, you need to be thinking in terms [...]

1304, 2018

What’s Stopping You Moving Your Contact Centre to the Cloud?

A recent Contact Babel review of businesses that have adopted cloud contact centre technologies over the past three years reveals some interesting insights. In recent years, we’ve seen a business improvement rationale for choosing cloud over on-premises solutions. Given the nature of cloud as a deployment option, it is not surprising to see scalability as a key driver for adoption; followed closely by improvements in business continuity and the ever-present reduction in capital expenditure. Last year’s results show some movement in the primary drivers for adoption, with access to a broader range of functionality and support for remote workers and virtual contact [...]

604, 2018

How to Choose a Cloud Contact Centre Vendor

Cloud-based solutions are becoming the technology of choice for a wide range of contact centre operators. In particular, cloud appeals to those organisations that require flexibility and scalability to cope with seasonal changes in demand, the expansion of services or the virtualization of contact centre operations. As we’ve seen in previous articles, an increasing number of businesses are turning to cloud when their legacy solutions go end-of-life. If you are contemplating a move to the cloud, how should you go about evaluating service vendors? What are the key points of reference you should look for? Before you start researching potential vendors, it’s [...]

903, 2018

Function Defines Form

In a previous post, we looked at what was driving adoption of cloud contact centre solutions in 2018. This time, we’re going to look at those who have already embraced cloud technologies and see if function really does define form. The last five years has seen an increase in adoption rates among contact centres delivering outbound sales. This has been encouraged by the “normalization” of cloud-based CRM. The increased exposure to cloud technologies has brought down some of the traditional barriers to change, making it easier to present a business case for cloud migration. The market for cloud is still relatively young [...]

2302, 2018

What’s Driving Cloud Adoption in 2018?

When it comes to cloud adoption, the reasons for and against have varied widely over the past decade. Through most of the early years of the twenty first century, the “case for the cloud” was based on the five essential characteristics defined by NIST or similar organisations. The cloud was available on demand, via the internet. It was based on the principles of pooled resources, elasticity and a utility-based pricing model. However, not all of these defining characteristics were translated into compelling reasons why you should adopt cloud technologies. During its infancy, the cloud went through a few personality changes – it [...]

1212, 2017

4 Ways to Utilise Webchat to Enhance the Customer Experience (CX)

As the internet has now become part of our day-to-day lives we have all noticed our customer's behaviours are changing. Gone are the days when you would walk into a bank or a building society and speak to the bank manager. However, the need to be valued and treated like a person still remains and with more and more customers shopping online - being able to connect with customers quickly and efficiently, could be the deciding factor that makes or breaks a potential sale. Webchat is an ideal platform for engaging and connecting directly with visitors on your website, allowing visitors the opportunity [...]

612, 2017

Cirrus Does Movember, Operation Christmas Child and Food Drive Collection

Over the last 6 weeks, the Cirrus team have been busy volunteering and fundraising for non-profit charitable organisations in the UK and abroad. Take a look at what we’ve been up to. Operation Christmas Child Every year Operation Christmas Child send out tens of thousands of Christmas shoeboxes filled with gifts to children living in poverty around the world. Since 1990, more than 146 million children in over 150 countries have received these shoeboxes. It is our great pleasure as a team to personally sponsor as many of these as possible, filling them up with toys, hygiene products and school supplies and [...]

2411, 2017

How Every Contact Centre Strategy Will Be Underpinned by A Personalised Customer Experience

Every contact centre is different; no one wants to be a ‘me too’. This means that every contact centre has its own set of challenges and its own unique set of strategic imperatives. For some, the focus may be on cost control looking to accelerate the use of self-service, or improve workforce optimisation. For others, it may be on customer profitability, introducing new and innovative customer care initiatives to drive retention and sales. Many of these issues are interrelated and the common underlying theme or consequence is the customer experience. A Walker Study predicts that by 2020 Customer Experience will overtake price [...]

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 [...]