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, [...]

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 [...]