A Guide to Agent Assist in Contact Centres Blog

8 August 2023

A Guide to Agent Assist in Contact Centres

Positive customer experiences are the cornerstone of a successful business. A significant reason many companies…

Sandra Haworth

How email went from zero to hero for customer service Blog

7 August 2023

How email went from zero to hero for customer service

Email has become an indispensable communication channel for businesses and customers alike. But it wasn't…

Sandra Haworth

Omni-channel Challenges Facing the Retail Industry Blog

31 July 2023

Omni-channel Challenges Facing the Retail Industry

This is a time of unprecedented changes in retail, where shopping experiences now encompass so…

Sandra Haworth

The Future of CX for Housing Associations Blog

24 July 2023

The Future of CX for Housing Associations

In an era where customer experience (CX) is becoming ever more important, housing associations are…

Sandra Haworth

University clearing contact centre challenges in 2023 Blog

17 July 2023

University clearing contact centre challenges in 2023

Last year 53,000 students entered University clearing, the most in 10 years. Contact centres are…

Sandra Haworth

ChatGPT Set to Take Centre Stage in Contact Centres Blog

14 July 2023

ChatGPT Set to Take Centre Stage in Contact Centres

If there is one thing business owners need to be acutely aware of, it’s that…

Sandra Haworth

What Generative-Powered AI Can and Can’t Do for Customer Service Blog

12 July 2023

What Generative-Powered AI Can and Can’t Do for Customer Service

There have been some fascinating developments in the world of customer service and contact centres…

Sandra Haworth

The impact of industrial action on CX – an agent’s perspective Blog

3 July 2023

The impact of industrial action on CX – an agent’s perspective

The CX industry has had a challenging few months in the face of substantial industrial…

Sandra Haworth

Contact Centres Are Not Ready for Generative AI Blog

27 June 2023

Contact Centres Are Not Ready for Generative AI

Contact centres are the lifeblood of many businesses. They provide an essential service for customers,…

Sandra Haworth

Pounds and Sense: Evaluating the ROI of Customer Experience Initiatives Blog

20 June 2023

Pounds and Sense: Evaluating the ROI of Customer Experience Initiatives

Customer experience (CX) is a major competitive focus amongst businesses. As a business owner, you…

Sandra Haworth

Balancing The Relationship Between Contact Centre Agents And AI Blog

5 June 2023

Balancing The Relationship Between Contact Centre Agents And AI

The Cirrus Chief Operating Officer, Paul Barclay, and Chief Revenue Officer, Jon Dawson, joined forces…

Sandra Haworth

What’s next for CX? Blog

24 May 2023

What’s next for CX?

We all know first-hand the ramifications of bad customer experience. For the consumer, it can…

Sandra Haworth

Three CX trends you can’t afford to ignore: Lessons from the Contact Centre Blog

4 May 2023

Three CX trends you can’t afford to ignore: Lessons from the Contact Centre

The CX landscape is evolving faster than ever before. Customers today are expecting more from…

Sandra Haworth

The Consumer Duty: Balancing convenience & care in customer experience Blog

25 April 2023

The Consumer Duty: Balancing convenience & care in customer experience

Over the past decade, the banking and finance industry have been forefront of pioneering exceptional…

Sandra Haworth

Become contact centre code breakers with data analytics Blog

18 April 2023

Become contact centre code breakers with data analytics

Do you remember playing the logic game Mastermind as a child? In the game, a…

Sandra Haworth