With an increasingly ageing population and greater demands on Acute and Primary Care, the NHS is facing the biggest challenge of its 70 year history. £1bn per year wasted due to missed appointments – technology could make an immediate dent on this number.
Read moreWeb chat is now a common offering in the customer service tool kit. But not all are managed well. With ever increasing customer demands, any communication channel you offer must be up to scratch in order to provide a truly multichannel experience.
Read moreWhen consistently trying to make efficiency savings in your contact centre it can be difficult to try to secure more budget. We've put together some top tips for formulating a plan and making your business case.
Read moreWe can now confirm Liberty ContactCentre's collaboration with Skype™ for Business. Streamline contact and gain greater call control with our unique media handling within Skype™ for Business.
Read moreCloud solutions are an efficient way of delivering seamless omnichannel customer experience. In this blog, we offer you our 4 best practices for moving your contact centre to the cloud.
Read moreLove them, or hate them, proverbs exist because they resonate with experience and wisdom. So, should we “throw out the baby with the bathwater” and ignore the wisdom they bring? Here are our thoughts on how proverbs can help when deploying performance management systems.
Read moreCustomer Experience (CX) remains top of the priorities list for many contact centre leaders as organisations strive to stand out from the competition. But what insight could you gain from your agent journey?
Read moreWe continue to look at the 10 way to improve customer experience. Taken from our recent webinar in association with Call Centre Helper.
Read moreSo, you may have heard – it’s the digital age. But what does that mean for your council? With 9 in 10 UK adults now online, increasing numbers of the UK’s population are opting to use digital channels to communicate....
Read moreWe recently held a webinar with Call Centre Helper on 10 ways to improve customer experience. We’ve summarised them all below and by clicking on the title you can learn more about each one.
Read moreAI - how will it replace contact centre agents? What kind of tasks will it handle? Can you leave it unattended to interact with your customers?
Read moreExperts tell us that embracing digital potential is a top priority for brands today. In order to survive, organisation need to be flexible and focused.
Read moreComplaints about nuisance calls are up 12.5% and they’re making it difficult for normal businesses to reach their customers. How can you make sure they answer?
Read moreCloud-based solutions in the Public Sector: what are the key drivers for moving your services to the Cloud? We discuss the top 4 top issues.
Read moreIf you’re considering different deployment options for your Contact Centre technology, how do you ensure project success? We offer our 6 top tips
Read morePolice contact centres reveal that despite almost 50% of calls to 999 lines would be more appropriately handled as 101 non-emergency calls.
Read moreTransforming your contact centre doesn’t happen overnight, it happens in phases. To support your journey, we suggest three stages to help you reach your goals.
Read moreData can be one of the most valuable assets an organisation holds. Yet most organisations don’t invest enough time and effort into making sure it's up-to-date and accurate.
Read moreThe day-to-day running of your contact centre can take up most of your time. How do you ensure you invest in the right technology to meet strategic business aims?
Read moreYou manage a whole team of agents as well as other demands on your time. Making sure every individual gets the appropriate training on every process is tricky.
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