RSS Generator 2.1.1 Posts en-USProverbial Performance Management TipsLove 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./blog/proverbial-performance-management-tipsCharlotte Harris/blog/proverbial-performance-management-tips Tue, 25 Apr 2017 16:52:18 +0000Tue, 25 Apr 2017 00:00:00 +0000Agent journey mapping: the secret to even better CX? ​Customer 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?/blog/agent-journey-mappingCharlotte Harris/blog/agent-journey-mapping Wed, 19 Apr 2017 10:45:38 +0000Tue, 18 Apr 2017 00:00:00 +000010 ways to improve customer experience - part 2We continue to look at the 10 way to improve customer experience. Taken from our recent webinar in association with Call Centre Helper. /blog/10-ways-to-improve-cx-p2Kerry Joicey/blog/10-ways-to-improve-cx-p2 Tue, 11 Apr 2017 09:31:31 +0000Tue, 11 Apr 2017 00:00:00 +0000Digital by Default or Digital by Choice?So, 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..../blog/digital-by-default-or-digital-by-choiceGlyn Hurll/blog/digital-by-default-or-digital-by-choice Mon, 10 Apr 2017 09:01:24 +0000Thu, 06 Apr 2017 08:37:50 +000010 ways to improve customer experience - part 1We 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. /blog/10-ways-to-improve-cx-p1Kerry Joicey/blog/10-ways-to-improve-cx-p1 Thu, 13 Apr 2017 15:40:00 +0000Tue, 28 Mar 2017 12:48:23 +0000The march of the robots. Will AI really replace HI?AI - how will it replace contact centre agents? What kind of tasks will it handle? Can you leave it unattended to interact with your customers?/blog/the-march-of-the-robots-will-ai-really-replace-hiCharlotte Harris/blog/the-march-of-the-robots-will-ai-really-replace-hi Fri, 17 Mar 2017 10:01:12 +0000Thu, 16 Mar 2017 09:52:56 +0000Survival of the fittest - digital customer experience Experts tell us that embracing digital potential is a top priority for brands today. In order to survive, organisation need to be flexible and focused./blog/digital-customer-experience-survival-of-fittestCharlotte Harris/blog/digital-customer-experience-survival-of-fittest Thu, 09 Mar 2017 17:19:41 +0000Mon, 23 Jan 2017 12:44:46 +0000Complaints about nuisance calls are rising - help customers welcome your callsComplaints 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?/blog/nuisance-outbound-callingCharlotte Harris/blog/nuisance-outbound-calling Fri, 10 Mar 2017 09:55:50 +0000Wed, 18 Jan 2017 11:46:53 +0000The rise and... increased rise of cloud in the public sectorCloud-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./blog/the-rise-of-cloud-in-the-public-sectorGlyn Hurll/blog/the-rise-of-cloud-in-the-public-sector Thu, 09 Mar 2017 17:21:18 +0000Wed, 11 Jan 2017 16:56:06 +00006 tips for deployment project successIf you’re considering different deployment options for your Contact Centre technology, how do you ensure project success? We offer our 6 top tips/blog/deployment-project-successKerry Joicey/blog/deployment-project-success Thu, 09 Mar 2017 17:21:50 +0000Tue, 03 Jan 2017 00:00:00 +0000