609, 2019

Custom Tailored Contact Center?

Are you currently using a Cloud Based Contact Center Platform? If so, does it feel like it was built just for you? Does it feel as though it was completely designed around your business objectives and outcomes? Or does it feel like it was built with someone else's business objectives in mind? Do you feel like you've had to compromise? Back in the day, when virtually everyone was using expensive, premise based contact center solutions, it was possible to customize virtually anything. Businesses did not compromise on their UI, scripting, integrations, reporting or anything else. As long as they could afford it, [...]

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…. [...]

1712, 2018

Measuring ROI for your Conversational AI

Artificial Intelligence is the buzzword of the contact center industry, and it’s not going anywhere! However, some organizations 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-center 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 center, 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 [...]

3108, 2018

The Case for SMS as a channel in your Contact Center

We spend ‘hours’ on our smartphones texting every day, so why aren’t contact centers leveraging this communication channel to customers and consumers? The average consumer uses multiple devices and multiple channels every day; seamlessly moving from one to another. They expect business’ to be able to match this behaviour during customer services interactions.  Consumers 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. Texting is a channel customers want to use and organisations should match consumers behaviour. The rise [...]

608, 2018

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

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 center? Are you matching all the channels they use to communicate? Do you have a clear view of the entire customer journey? Is your contact center 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 organizations 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 [...]

712, 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 organizations 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 [...]

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 center 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 Center – #2 Personal Data

In our continuing series on GDPR and the contact center, 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 center 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 Center – #1 Are you “fully” compliant?

The EU General Data Protection Regulation (GDPR) is causing much head-scratching and debate as organizations 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 center professionals and leadership teams grapple with what GDPR will mean for us in the industry. To get the ball rolling, I [...]

709, 2017

Cirrus Visits The Sunshine Boys Rehabilitation Center

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 [...]