610, 2020

From Wallboards to Board Games….. Recruiting through a Pandemic

From Wallboards to Board Games....Recruiting Through a Pandemic 2020 is a great year to be a dog. Amidst all this talk of downturn and economic damage, our dog Rusty has never had it so good: constant attention, a full house for much of the year and endless long walks. Only yesterday a call with the managing partner of one of our agencies had to be cut short because their new puppy was chewing the laptop cable and demanding attention. Whatever did these dogs do all day before COVID-19 struck? However, struck it has and the indicators are not good. The Bank of [...]

909, 2020

Artificial Intelligence (AI) Empowers Contact Centre Employees

AI Can Increase Efficiency, Profitability and Keep Your Agents Engaged In The Contact Centre. "To win in the marketplace you must first win in the workplace.” - Doug Conant, CEO Meet Janice Janice works in a busy contact centre dealing with customers on the phone on a daily basis. A bright graduate, Janice started enthusiastically in her first role, enjoying the customer contact and doing a great job. However, a year on and Janice is disillusioned. The repetitive nature of the job, dealing with the same enquiries every day is starting to drag. Even when Janice does get a call that she [...]

2908, 2020

Social Media – Joining the Dots

Social engagement should be number one on your brand agenda! “You cannot buy engagement. You have to build engagement.” –Tara-Nicholle Nelson, CEO of Transformational Customer Insights Meet Paul Paul works in marketing and is responsible for brand messaging across different social media platforms. From his social media management platform he watches trends and customer conversations about the brand in the marketplace. Previously when a customer aired a grievance on social media, Paul was able to walk across to the contact centre and ask an agent to respond. Now Paul is working at home, and things have changed The last few months have seen [...]

2708, 2020

Email – The Channel That Time Forgot

Email - The Forgotten Channel In The Contact Centre! It's Time To Give Email A Make Over "I have always used e-mail to the greatest extent possible." - Ray Tomlinson (creator of email) Meet Greg Greg works in a busy contact centre managing all customer emails. Once the pioneer of electronic communication, nobody talks about email anymore. It’s not as exciting as Twitter, Facebook or WhatsApp and it’s not personal like a phone call. But it gets things done. In fact, Contact Babel listed email as the second most used channel by customers, behind voice, which together accounted for over 85% of [...]

1908, 2020

Digital Transformation – Being In The Place Where Your Customers Live

Be In The Place Where Your Customers Live! Digital Transformation In The Contact Centre - Helping You Make The Change "It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change" - Charles Darwin Meet Joe Joe works in a busy contact centre in a small team handling webchat and social media communications, as well as the company’s knowledgebase, which they keep up to date with the FAQs. Until recently, Joe was able to share updates with colleagues to keep them informed of customer interactions that [...]

1708, 2020

Contact Centre Priorities Are Changing

Rewriting The Rule Book. Contact Centre Priorities Are Changing! "The greatest danger in times of turbulence is not the turbulence - it is to act with yesterday's logic" - Peter Drucker Meet Mimi Mimi is a highly experienced Contact Centre Manager who works for a medium sized business. She manages a multi-channel contact centre, including voice, webchat, email and social media interactions and absolutely loves her job. She cares passionately about providing excellent customer service and she’ll do whatever it takes to support her contact centre agents in doing this. Mimi's world changed. She had to virtualise her Contact Centre overnight and [...]

1906, 2020

Transform your Contact Centre with Extra Digital Channels

Transform your Contact Centre with Extra Digital Channels Digital Transformation - Instantly Improve efficiency and customer satisfaction Many Contact Centre's are seeing a digital channel shift. Customers are demanding more channels and even quicker responses. To stay ahead of the competition and meet customer expectations, Contact Centre's must deliver more channels, but traditional call patterns have changed so there is no way to forecast likely demand. This is putting the Voice channel, and the overall contact centre, under pressure. How Cirrus Omni-channels and the Cirrus Super Inbox can help. We all know that Voice is the preferred method of communication for the [...]

406, 2020

Making the Virtual Contact Centre a Permanent Capability

Making the Virtual Contact Centre a Permanent Capability. There has been a number of things we have had to get used to over the past few months, like crossing the road to avoid people walking towards us, cutting our own hair and having our contact centre agents working from home. It is amazing how quickly we have been able to adapt. In fact, many contact centres are now questioning whether a ‘remote’ model is really a bad thing and whether there are advantages to adopting this model long-term. A lot of agents love being able to avoid commuting and having more flexibility [...]

1703, 2020

Protect your Contact Centre employees against Coronavirus with a flexible working solution.

Protect your Contact Centre employees against Coronavirus with a flexible working solution. With the number of cases of Coronavirus in the UK increasing, many companies are reviewing their business practices in line with advice from the Government and assessing whether they have a robust flexible working solution in place. In fact, having a solid Business Continuity Plan in place is important for any business to counter a whole range of scenarios and emergencies. For any business, maintaining overall employee productivity in challenging conditions is very important. However maintaining the smooth running and capacity of its contact centre is of paramount importance to [...]

1202, 2020

Is your contact centre’s reporting tool current and fit for purpose?

Is your contact centre’s reporting tool current and fit for purpose? The Old Days I’ve been in the contact centre industry for over twenty years starting on the phones as an advisor to setting them up and running them. During that time, I learnt contact centres, with a capacity of 40 or thousands of agents, have one thing in common: the knowledge that robust reporting tools, delivering call centre metrics, is fundamental to tracking and monitoring a business’s overall performance. Yet, over the years they have been many (hundreds!) of call centre metrics, so which one is the most important metric to [...]

1212, 2019

Are Card Payments your weakest link?

Card data breaches can severely damage your brand’s reputation. Figures from UK Finance confirm that theft of personal and financial data through social scams and data breaches was a major contributor to fraud losses in 2018. The Information Commissioner’s Office (ICO) reports that during Q2 of 2018/19, there was over 4,000 data security incidents. Information stolen through a data breach can have on-going ramifications because the data can be used for months, or even years, after the theft. PCI DSS in Contact Centres is a Challenge Firms that suffer a data breach where customers’ card data is compromised that are not PCI [...]

2603, 2019

Excuse me, do you speak English?

Having spent fifteen years in international roles launching tech products of various kinds (mainly those promoting better communication, ironically), when I hear the phrase “Excuse me, do you speak English?”, I have come to expect that the conversation won’t go well. Whilst working for a French company and spending increasing amounts of time in Paris, I tried to avoid this scenario with the very non-English behavior of attempting to converse in local language. My feeble attempts to speak French in France were almost always swept aside: the reply came straight back in perfect, always heavily-accented English. The sub-text even I could translate…. [...]

2911, 2018

Measuring ROI for your Conversational AI

Artificial Intelligence is the buzzword of the contact centre industry, and it’s not going anywhere! However, some organisations are still waiting for AI technology to develop to the point of being completely mature and widely adopted. According to Gartner’s emerging technologies hype cycle – Conversational AI Platforms sit as an Innovation Trigger where the plateau will be reached in the next 5-10 years. Even though we’re still a few years away from the peak, all that AI promises to deliver is certainly worth the hype and is available right now! While AI technologies are yet to reach their peak, this is a [...]

2911, 2018

Banishing Poor Customer Experience – Getting Omni Right!

 We have all had our fair share of bad call-centre experiences. There’s an expectation and then there’s the reality of what happens for a customer. Let’s take a look at a typical customer engagement. We’ll call the customer Bob. In this scenario, Bob has experienced a service-affecting issue with his mobile phone contract. He calls the contact centre, along with thousands of other customers, and is put on hold. After 20 minutes he hangs up, because he has an important meeting to attend, and he calls back later. When he calls back, he is put on hold again, so he visits the [...]

1009, 2018

Winning with AI – A Glimpse into the Retail Banking Industry

Bank branches have seen a modest decline over the past few years, thanks to the wide adoption of the smartphone, now customers are choosing to use online banking instead of visiting their local branch. Consumer visits to retail bank branches are set to drop by 36% between 2017 and 2022. Customers who do use their branch are visiting less frequently, and some consumers are less likely to use their branch at all. According to a research paper by CACI, Customers interactions with their bank will increase by 54% in the next 5 Years and banking app transactions will increase by 121%. Technology [...]