2810, 2020

Desktops, Dashboards and Human Centred Design

Desktops, Dashboards and Human Centred Design Why getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains. A product that is easy and intuitive to use, that guides contact center agents through the myriad of different calls they make and take in a day, will help to keep employees motivated and engaged. This will enable customer service teams to deliver great customer experience (CX). It is a truism that an organization’s biggest investment (and liability) is its people. The difference between highly motivated and positively engaged employees compared [...]

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 Center Employees

AI Can Increase Efficiency, Profitability and Keep Your Agents Engaged In The Contact Center. "To win in the marketplace you must first win in the workplace.” - Doug Conant, CEO Meet Janice Janice works in a busy contact center 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 inquires every day is starting to drag. Even when Janice does get a call that she [...]

409, 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 center 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 Center! It's Time To Give Email A Makeover "I have always used e-mail to the greatest extent possible." - Ray Tomlinson (creator of email) Meet Greg Greg works in a busy contact center 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 inbound [...]

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 Center - 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 center 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 Center Priorities Are Changing

Rewriting The Rule Book. Contact Center 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 Center Manager who works for a medium sized business. She manages a multi-channel contact center, 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 agents in doing this. Mimi's world changed. She had to virtualize her Contact Center overnight and respond to [...]

807, 2020

Transform your Contact Center with Extra Digital Channels

Transform your Contact Center with Extra Digital Channels Digital Transformation - Instantly Improve efficiency and customer satisfaction Many Contact Center'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, Joe’s Contact Center 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 Jo, 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 majority of [...]

406, 2020

Making the Virtual Contact Center a Permanent Capability

Making the Virtual Contact Center 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 center agents working from home. It is amazing how quickly we have been able to adapt. In fact, many contact centers 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 [...]

2204, 2020

Two Way Email

How efficient is your Two Way Email? Meet Greg – Greg is a supervisor or manager and works in contact centers up and down the country in companies large and small. Greg works in Service Support, Sales Support and Customer Service operations managing emails from shared inboxes. Greg also works in a highly regulated business, with strict guidelines around complaint handling and clearly defined compliance processes. He spends a significant part of his day sorting, allocating and distributing emails to the team for action. He monitors productivity and helps his team members when they need it. He collates information on trends, why [...]

2204, 2020

Two Way SMS

Take the pressure off Voice by opening up your SMS channel - And protect your brand into the bargain! Here’s Ryan –Ryan works in marketing and he’s worried about his brand’s reputation. Customers are struggling to get the answers they need from the Contact center/Service Desk because it has been swamped with calls. The contact center agents are all working from home, so Ryan can’t saunter over to see what is happening. He sent a mass communication out to his customer base recently and he doesn’t know what response it has generated. His customers can’t respond to the SMS to ask questions [...]

1703, 2020

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

Protect your Contact Center employees against Coronavirus with a flexible working solution. With the number of cases of Coronavirus in the US 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 center is of paramount importance to [...]

2702, 2020

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

Is your contact center’s reporting tool current and fit for purpose? The Old Days I’ve been in the contact center industry for over twenty years starting on the phones as an agent to setting them up and running them. During that time, I learnt contact centers, with a capacity of 40 or thousands of agents, have one thing in common: the knowledge that robust reporting tools, delivering call centrer metrics, is fundamental to tracking and monitoring a business’s overall performance. Yet, over the years they have been many (hundreds!) of call center 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. Card data breaches are a major risk for businesses. According to the Federal Trade Commission, Consumer Sentinel Network, in 2018 credit card fraud topped the list for identity theft, reporting 157,688 cases - resulting in a total loss of $131M. PCI DSS in Contact Centers is a Challenge Firms that suffer a data breach where customers’ card data is compromised that are not PCI DSS compliant can face punitive fines, and be liable for costs of fraud incurred by the victims. Yet, many contact centers still take chances with a piecemeal approach to [...]

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, [...]