Blog 19 May 2021 Every UC needs a CC – teams is no exception Over 90 per cent of UK businesses are now using teams, enabling colleagues forced apart… Sandra Haworth
Blog 5 May 2021 Why first contact resolution is ludicrous in isolation First Contact Resolution (FCR) is a metric often demanded by contact centre management. If nothing… Sandra Haworth
Blog 3 February 2021 Why UC and CC integration is pivotal for contact centres Last year the working world was forced to dramatically change the way we work, with… Sandra Haworth
Blog 6 January 2021 Whisper it quietly: customers don’t care about omnichannel The Covid-19 pandemic has accelerated transformation within the contact centre. While mid-to-large organisations may have… Sandra Haworth
Blog 4 January 2021 Tired of covid? – Why the pandemic isn’t an excuse any more The only constant is change – helping businesses to keep pace Recent events have propelled… Sandra Haworth
Blog 15 December 2020 Give contact centre agents the tools to do the job Give contact centre agents the tools to do the Job and reap the rewards because… Sandra Haworth
Blog 7 December 2020 The rise of digital: conversational interfaces, virtual assistants & bots Conversational interfaces (AI) and virtual assistants are facilitating the rise of fully integrated digital channels.… Sandra Haworth
Blog 28 October 2020 Desktops, dashboards and human centred design Why getting the user experience right will protect your investment in tech and keep agents… Sandra Haworth
Blog 6 October 2020 From wallboards to board games….. recruiting through a pandemic 2020 is a great year to be a dog. Amidst all this talk of downturn… Sandra Haworth
Blog 9 September 2020 Artificial Intelligence (AI) empowers contact centre employees "To win in the marketplace you must first win in the workplace.” - Doug Conant,… Sandra Haworth
Blog 29 August 2020 Social media – joining the dots Social engagement should be number one on your brand agenda! “You cannot buy engagement. You have… Sandra Haworth
Blog 27 August 2020 Email – the channel that time forgot "I have always used e-mail to the greatest extent possible." - Ray Tomlinson (creator of… Sandra Haworth
Blog 19 August 2020 Digital transformation – being in the place where your customers live "It is not the strongest of the species that survives, nor the most intelligent that… Sandra Haworth
Blog 17 August 2020 Contact Centre Priorities Are Changing Rewriting The Rule Book. Contact Centre Priorities Are Changing! "The greatest danger in times of… Sandra Haworth
Blog 19 June 2020 Transform your contact centre with extra digital channels Digital Transformation - Instantly Improve efficiency and customer satisfaction Many Contact Centre's are seeing a… Sandra Haworth