Blog 2017-09-08T16:16:28+00:00
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 [...]

207, 2017

Homeworking – Are we missing out for fear of Change?

To some people homeworking is still a dirty word, but are we missing out on the advantages of this for fear of change? I can understand that with outdated technology, the idea of homeworking was met with negative thinking; a feeling like it was an impossibility. Giving access to internal systems, routing calls effectively, and the ability to monitor what your users are doing, are just a few of the pain points when thinking of introducing homeworking. But can these excuses still be applied today? Cloud based technology has allowed for the impossible to become possible. The products and features that a cloud [...]

207, 2017

Key Considerations for Contact Centre Managers Making the Transition to The Cloud

Over the last decade, the cloud has been one of the biggest buzzwords in IT and business.  Firms such as Salesforce.com offering software as a service (SaaS) and Amazon’s cloud-based storage facilities are highlighting just how forward-thinking firms have changed, harnessing the new ways of working that the cloud enables. What does the call centre industry need to consider before fully embracing this new type of technology? As consumers we have become more demanding.  The need for speed and a responsive service is paramount.  Consumers get incredibly annoyed when they feel someone is wasting their time.  Forward thinking call centres have found the [...]

3006, 2017

Multi-Channel Customer Service – defense or offence?

The way in which companies serve customers is changing. As we know, there is a massive buzz around the explosion of social media and how this changes the game in customer contact. However, this has had a deeper impact; it has opened the floodgates for a more fluid approach to communication and the ways in which customers talk to businesses. The now powerful customer is putting pressure to be served in more convenient ways, whether that is by mobile applications, self serve websites, IVR Automation, social media or voice. With the latest in cloud technology opening up email and text message communication with [...]

2806, 2017

Redefining Customer Contact is not Impossible

As controversial as it may sound, the way you interact with your customers should be based on what you should be doing and not what you think is possible. Let me explain. Most leaders have a clear vision in their mind as to how they want to interact with customers, however, very few turn this vision into reality. The reason is that they compromise, and this compromise is often down to the technology and processes they have in place. At Cirrus, we are focused on helping our clients to remove compromise. The world has moved on and so too has the technology available [...]