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Improve end-to-end customer service with a contact centre

Running a successful business will more than often require focus on the customer experience…as well as all the other on-going concerns, such as profitability, productivity, reputation, etc. To achieve a positive customer experience, businesses regularly turn to contact centres to help them...

Keep communications consistent in your contact centre

In order to provide great customer service, your contact centre needs a solution that gives you the features you need for efficient, consistent communications.

Customers and prospects may choose to contact you in a variety of different ways. It is important is to keep the response times and...

Infographic: Key benefits of the right contact centre communications

Contact centre communications have a huge impact on your customer service. Therefore, it's important to consider that your communication and the tools you use are the best they can be. 

With this in mind we look at the key benefits of having an effective and efficient contact centre...

Allow customers to talk to you the way they want to

With the Institute of Engineering and Technology (IET) calling for text messages to be used in an emergency, the topic of allowing customers to talk to you in the way they choose is back in the spotlight.

In a report called Contacting Emergency Services in the Digital Age, Prof Will...

How do your customers want to talk to you?

Compelling statistics
According to Ovum¹, more than 90% of customer contacts in 2001 were voice-based, while fewer than 5% were sent by email. A more recent report by Forrester² states that voice is still the primary communication channel used across all demographics but it is quickly...

Infographic: Tips for improving your contact centre

If your business uses a contact centre, you are going to be a business that cares about customer service. Contact centres are all about delivering customer service.

But contact centres have evolved. They now embrace multi-media exchanges and are integrated with business CRMs with the sole...

One size no longer fits all

Every business is different therefore every contact centre has to be different too. Not only will they vary in size but their need for integration with existing business software will determine their individuality.

The experience customers receive from a contact centre will ultimately shape...

Small to medium-sized enterprises can benefit from contact centres too

Account manager Khaled El-Din discusses the relevant of contact centres for SMEs

Most people seem to think that contact centres are only suited to large companies, like energy and telecoms suppliers or, more recently PPI businesses, with rooms full of people wearing headphones constantly...

Video blog: Use instant messaging to help retain business

In this video blog, swcomms’ key account manager Paul Marshall explores the use of instant messaging as a means of supporting customer service staff that use a contact centre solution.

He stresses the importance of retaining business by allowing staff to multi-task using instant messaging...

How have contact centres changed?

We have all experienced contact centres, in the UK and abroad, and have probably formed our own opinions about them. Are they still just a streamlined means of handling calls, whatever the size of the business, or should they now embrace all forms of communication?

Innovative technology...

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