Mind The Demand Gap- A 4 step approach to improving CX for charities Blog

8 September 2021

Mind The Demand Gap- A 4 step approach to improving CX for charities

Not-for-profit organisations face several unique challenges that must be tackled head-on to meet the demands…

Sandra Haworth

Celebrating Contact Centre Heroes! Blog

9 July 2021

Celebrating Contact Centre Heroes!

Customer service agents are the backbone of any successful business. They work tirelessly behind the…

Sandra Haworth

Teams has won the UCaaS battle – but where does this leave contact centres? Blog

29 June 2021

Teams has won the UCaaS battle – but where does this leave contact centres?

Since the pandemic entered our lives the business uptake in Microsoft Teams has been remarkable.…

Sandra Haworth

Beyond voice – the future of customer services Blog

29 June 2021

Beyond voice – the future of customer services

In little more than a year, the number of people using Microsoft Teams worldwide doubled…

Sandra Haworth

When it comes to customer engagement: social housing providers don’t know how lucky they are Blog

18 June 2021

When it comes to customer engagement: social housing providers don’t know how lucky they are

When every agent is busy and there is still a growing queue of tenants waiting…

Sandra Haworth

Knowing the unknown – using familiarity to improve customer service Blog

24 May 2021

Knowing the unknown – using familiarity to improve customer service

When it comes to customer engagement, housing providers benefit from a relatively informed position compared…

Sandra Haworth

What is native integration in MS teams and why is it important? Blog

20 May 2021

What is native integration in MS teams and why is it important?

What is native integration and what does it mean? Native integration suggests that functionality that…

Sandra Haworth

Every UC needs a CC – teams is no exception Blog

19 May 2021

Every UC needs a CC – teams is no exception

Over 90 per cent of UK businesses are now using teams, enabling colleagues forced apart…

Sandra Haworth

Why first contact resolution is ludicrous in isolation Blog

5 May 2021

Why first contact resolution is ludicrous in isolation

First Contact Resolution (FCR) is a metric often demanded by contact centre management. If nothing…

Sandra Haworth

Why UC and CC integration is pivotal for contact centres Blog

3 February 2021

Why UC and CC integration is pivotal for contact centres

Last year the working world was forced to dramatically change the way we work, with…

Sandra Haworth

Whisper it quietly: customers don’t care about omnichannel Blog

6 January 2021

Whisper it quietly: customers don’t care about omnichannel

The Covid-19 pandemic has accelerated transformation within the contact centre. While mid-to-large organisations may have…

Sandra Haworth

Tired of covid? – Why the pandemic isn’t an excuse any more Blog

4 January 2021

Tired of covid? – Why the pandemic isn’t an excuse any more

The only constant is change – helping businesses to keep pace Recent events have propelled…

Sandra Haworth

Give contact centre agents the tools to do the job Blog

15 December 2020

Give contact centre agents the tools to do the job

Give contact centre agents the tools to do the Job and reap the rewards because…

Sandra Haworth

The rise of digital: conversational interfaces, virtual assistants & bots Blog

7 December 2020

The rise of digital: conversational interfaces, virtual assistants & bots

Conversational interfaces (AI) and virtual assistants are facilitating the rise of fully integrated digital channels.…

Sandra Haworth

Desktops, dashboards and human centred design Blog

28 October 2020

Desktops, dashboards and human centred design

Why getting the user experience right will protect your investment in tech and keep agents…

Sandra Haworth