Blog

30 August 2024

Turning Customer Feedback into Tangible Improvements

Did you know that there’s a goldmine in your inbox? Each comment, message or review…

Eleanor Morden

Blog

21 August 2024

How to Improve Citizen Services in the Public Sector

One of the most pleasing developments in the internet era has been the opportunity to…

Eleanor Morden

Blog

14 August 2024

Knowing Why Your Customers Contact You

If you’ve read any of our blogs before, it is a mantra you may be…

Sandra Haworth

Blog

12 August 2024

The Tech Discrepancy Between CCaaS Providers and Contact Centres

The contact centre is the heartbeat of customer service. Technology underpins operations and, along with…

Sandra Haworth

Blog

8 August 2024

The Human Touch: Why Emotional Intelligence is Key to Improving Customer Interactions

Here’s a short story for you. A customer was on the verge of losing their…

Sandra Haworth

Blog

31 July 2024

Bridging the Skills Gap: Building an AI-Equipped Workforce for Contact Centres

AI is no longer a buzzword; it's reshaping how we interact with customers, solve problems,…

Sandra Haworth

Blog

17 July 2024

The Rise of Vulnerable Customers: Adapting Customer Service

The narrative around customer service is changing rapidly, particularly for those facing significant challenges. Vulnerable…

Sandra Haworth

Blog

15 July 2024

The Future of Localised Customer Experience in Banking

In a not-so-distant past, personal banking was exactly that—personal. Your local bank manager knew your…

Sandra Haworth

Blog

11 July 2024

Cirrus showcases AI adoption model at the Contact Centre AI EXPO

Many businesses recognise the potential of AI to transform their contact centres. However, the journey…

Sandra Haworth

Blog

3 July 2024

Improving Customer Complaints Handling with Better CRM Systems

You might have heard the term CRM (Customer Relationship Management) tossed around in business meetings…

Sandra Haworth

Blog

19 June 2024

Are We Really Ready for All the Answers from AI in Contact Centres?

AI is becoming a key component in contact centres, making things smoother and faster. In…

Sandra Haworth

Blog

17 June 2024

CSAT Scores are in Decline – Now is Your Time to Shine!

Ever wondered how businesses measure if you’re happy with their service? Well, when it comes…

Sandra Haworth

Blog

11 June 2024

How AI Supercharges ROI in Your Contact Centre

Forget robots taking over—AI in contact centres is like handing your agents a superhero cape!…

Sandra Haworth

Blog

11 June 2024

Transform Your Back Office with Effective Workforce Management

Calling customer support and encountering long wait times, frequent transfers, and unresolved issues is incredibly…

Sandra Haworth

ArticleBlog

7 June 2024

Revolutionising Retail: AI and the future of the industry

This article was first published on Engage Customer on 6th June 2024. Engage Customer joins…

Sandra Haworth