19/10
2021
Have your customers’ experience expectations changed?
Posted by Caroline Moore on 19/10 at 10:00 AM Financial services, Hospitality, Large enterprises, Legal, Manufacturing, Retail, SMEs, Call recording, Cloud hosted telephone systems, Contact centre, Telephone lines, Telephone systems,
Have your customers’ experience expectations changed?

When the pandemic was at its height and we were plunged into lockdown, we had no choice but to turn to the phone and online services to contact businesses we would previously have visited in person.Despite the vaccination programme leading to the opening up of services, people...

22/06
2021
How can a real-time wallboard benefit your business?
Posted by Caroline Moore on 22/06 at 10:00 AM Cloud hosted telephone systems, Contact centre,
How can a real-time wallboard benefit your business?

Digital wallboards are software solutions that present important data in an easy-to-consume layout. Wallboards help people see and understand their data with information about incoming calls, team performance, and even the potential revenue waiting in the call queue.  While...

14/08
2020
How unified communications can deliver a more productive customer-centric environment
Posted by Joe Kavanagh on 14/08 at 10:00 AM Cloud hosted telephone systems, Contact centre,
How Unified Comms can deliver a more productive profitable and customer centric environment for your organisation

Our latest infographic goes into detail on why it is so important to use unified communications to ensure your customers receive the service they expect while supporting your business’s potentially more profitable needs. The phone is still king when it comes to customer...

26/03
2019
Retain your customers with good call handling
Posted by Nick Pursglove on 26/03 at 10:00 AM Contact centre, Telephone lines, Telephone systems, Unified communications,
Handle your calls better

With Brexit looming, businesses are readying themselves for life after the EU, whatever form it takes. I hope that it will be business as usual, but I also think it will be more important than ever to retain existing customers as well as attracting new ones. Customer service...

30/11
2018
The future of contact centres
Posted by Laurie Coleman on 30/11 at 10:00 AM Financial services, Call recording, OAK Innovation, Contact centre,

Contact centre solutions are all about maximising efficiency from your users. Are you thinking about investing in one or are you already using one? Where do we see them going in the near future?  My short video explores the benefits of modern contact centre technology and how they...

09/10
2018
Five steps for deploying quality measurement in your contact centre
Posted by Laurie Coleman on 09/10 at 10:00 AM Contact centre, Unified communications,
Man in enterprise contact centre

Customer experience is critical in an era where everyone is connected and news travels fast. Businesses must ensure they deliver a great customer experience, not just in frontline call centre help desks but also in other departments, such as technical support and account...

04/05
2018
The stops and starts of PCI compliant call recording
Posted by Laurie Coleman on 04/05 at 10:00 AM Call recording, Contact centre, Security,
call centre PCI

Any business that records calls and takes payments over the telephone will know that PCI compliance is key and the implications of not complying can result in an enforced cessation on them taking further card payments.  To be PCI compliant while using a call recording solution,...

27/04
2018
Customers have the right to be forgotten – even on call recordings
Posted by Laurie Coleman on 27/04 at 10:00 AM Call recording, Contact centre, Telephone systems,
Call centre

With the new GDPR legislation due to come into effect next month and the care of customer data being such a big topic right now, where do we stand with recording and storing calls when GDPR states that “all consumers have the right to be forgotten”? Businesses record calls to...

10/05
2016
Improve end-to-end customer service with a contact centre
Posted by Adam Williams on 10/05 at 10:08 AM Large enterprises, SMEs, Contact centre, 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...

03/05
2016
Keep communications consistent in your contact centre
Posted by Simon Dunstan on 03/05 at 09:53 AM Large enterprises, SMEs, Contact centre,
Contact centre consistent comms image

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...

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