50 Contact Centre Statistics That Will Make the Industry Shine in 2024 Blog

2 January 2024

50 Contact Centre Statistics That Will Make the Industry Shine in 2024

As we enter 2024, the contact centre industry continues to evolve rapidly, driven by technological…

Sandra Haworth

Battling Burnout: How AI is Helping Contact Centres With Agent Stress Management Blog

2 January 2024

Battling Burnout: How AI is Helping Contact Centres With Agent Stress Management

The article highlights the importance of AI in modernising contact centres, not just for operational…

Sandra Haworth

13 Statistics Proving Positive Agent Experiences Improve Customer Service Blog

14 December 2023

13 Statistics Proving Positive Agent Experiences Improve Customer Service

Delivering great customer service hinges on empowering contact centre agents. Here are 13 stats showing…

Sandra Haworth

Solving 5 Common Call Centre Challenges in 2024 Blog

12 December 2023

Solving 5 Common Call Centre Challenges in 2024

Running a call centre is no walk in the park, and in 2024, challenges continue…

Sandra Haworth

The Dawn of The Large Language Model Era and Impact on Customer Service Blog

11 December 2023

The Dawn of The Large Language Model Era and Impact on Customer Service

Customer service has come a long way from the days of flickering switchboards and patchy…

Sandra Haworth

What’s the difference between omni-channel and multi-channel? Blog

5 December 2023

What’s the difference between omni-channel and multi-channel?

Are you running an omni-channel or multichannel contact centre? This crucial distinction has a major…

Sandra Haworth

10 Use Cases for Generative AI in Customer Service Blog

4 December 2023

10 Use Cases for Generative AI in Customer Service

Imagine a world where customers receive personalised responses instantaneously, support tickets are categorised automatically and…

Sandra Haworth

The top 6 contact centre trends for 2024 Blog

30 November 2023

The top 6 contact centre trends for 2024

In 2023, the worldwide market for contact centres was valued at approximately USD 25.8 billion.…

Sandra Haworth

Cirrus People: Meet Dan Lloyd, Channel Director Blog

30 November 2023

Cirrus People: Meet Dan Lloyd, Channel Director

Meet Dan Lloyd, our Channel Director at Cirrus. With over two decades in the contact…

Sandra Haworth

The Evolution of Remote Contact Centres Blog

27 November 2023

The Evolution of Remote Contact Centres

The post-pandemic era has been a definitive turning point for businesses, underlining the vital role…

Sandra Haworth

Outbound Contact Done Right: Everything You Need To Know Blog

22 November 2023

Outbound Contact Done Right: Everything You Need To Know

Outbound contact remains vital for companies today across teams like sales, service, and support. Engaging…

Sandra Haworth

Using Sentiment Analysis to Understand Customer Emotions in Contact Centres Blog

21 November 2023

Using Sentiment Analysis to Understand Customer Emotions in Contact Centres

In today's fiercely competitive consumer markets, an overwhelming 85% of companies now view customer experience…

Sandra Haworth

How Contact Centres Can Be More Successful on Black Friday Blog

20 November 2023

How Contact Centres Can Be More Successful on Black Friday

Retailers worldwide mark it as the year's most significant sales event. Online and in-person shoppers…

Sandra Haworth

The 4 Most Common Types of Outbound Diallers Explained Blog

20 November 2023

The 4 Most Common Types of Outbound Diallers Explained

So, you've got a contact centre, and you're looking to supercharge your outbound calling game.…

Sandra Haworth

How an Identity Layer Connects Your Contact Centre for Seamless Experiences Blog

14 November 2023

How an Identity Layer Connects Your Contact Centre for Seamless Experiences

Providing seamless, personalised customer experiences is crucial for contact centres today. However, siloed systems and…

Sandra Haworth