What is CCaaS? How Will it Benefit Your Business?
What is CCaaS? Contact Centre as a Service (CCaaS) is the service and solution whereby companies can access and utilise the best technology available to achieve high quality, multichannel customer...
View Article12 Ideas to Make Your Call Centre Greetings More Personal and Fun
A major benefit in opting to utilise Contact Centre as a Service (CCaaS) and Unified Communications (UC) technologies is the ability to optimise and personalise your contact centre services and your...
View ArticleThe Benefits of Call Monitoring For You And Your Customer
Almost every person that has called a business’s contact centre has heard the phrase “This call may be monitored or recorded for quality assurance or training purposes.” It’s never normally an issue...
View ArticleTips on How to Avoid Falling Customer Satisfaction in Call Centres
It is not only technology that is evolving and growing; customers are moving forward with the times and as technology evolves, customer expectation grows. Customers are becoming more and more familiar...
View ArticleFeatures of the Best Contact Center Phone Systems – What To Look For
Choosing the best contact centre phone system for your business is crucial as it can be the difference between a high level of customer service and high levels of productivity and unhappy customers and...
View ArticleCall Centre Workforce Management – Why is it Important?
It is firstly important to establish what call centre Workforce Management is, often referred to as WFM, before moving onto exploring the benefits and best practices associated with it. WFM refers to...
View ArticleMiContact Center Office: In Focus
MiContact Center Office has been designed for MiVoice Office 2050 platform and is an entry level solution perfect for small to medium size businesses with up to 100 agents. This contact center or...
View ArticleOverseas call centres UK’s biggest bugbear, says Which?
A report from consumer group Which? has revealed that the UK’s biggest customer service bugbear is overseas call centres. The report showed that 46% of people surveyed were annoyed by call centres...
View ArticleWhat Is A Blended Contact Centre?
A blended contact centre solution is a viable asset for any contact centre as it enables them to handle both inbound and outbound call operations. The main aspect of a blended operation is the...
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UK Customer Satisfaction Index Reveals Customer Satisfaction Flatlines After...
A study undertaken by The Institute of Customer Service has uncovered that customer satisfaction has flat-lined after two years of decline. The overall UK customer satisfaction score has been reported...
View ArticleFive considerations for hosted contact centre adoption
Hosted contact centres are growing in popularity and it’s easy to see why, as we explained in our recent blog post about the business benefits of hosted. Understanding the value of a hosted contact...
View ArticleSix Benefits of Migrating To a Hosted Contact Centre
If you have an on-premise contact centre solution and haven’t already started looking at a “hosted” alternative, you could be missing out on significant business benefits. Thanks to recent leaps in...
View Article5 Call Centre Problems You Might Not Expect Your UC Upgrade To Fix
From video-conferencing capabilities to voicemail-to-email, unified communications boasts an array of benefits you might already be well aware of. For most businesses, the biggest advantage of UC is...
View ArticleHow Much Will Freephone Call Charge Changes Cost Your Business?
It’s just a few short months until new Freephone call charge changes, which will impact your business, come into effect. The date to put in your diary is the 1st July 2015, as Ofcom will make...
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10 Innovative Customer Service Strategies By Solar CEO, Mark Colquhoun
More than 70 per cent of the UK’s working population deal directly with customers as part of their day-to-day job according to the Institute of Customer Service. In fact, the service sector is said to...
View ArticleHow is communications technology raising customer service standards?
High customer service standards are imperative to the success of businesses catering to every industry sector. When an organisation performs well in this area it benefits from increases in repeat...
View ArticleHow to create a Customer Care Strategy
Customer care ought to be part of a company’s overall strategy to support and retain customers through achieving excellence in customer service, and thus positively affecting the company’s...
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Register To Attend The Call Centre and Customer Services Summit
This year’s Call Centre and Customer Services Summit is coming up soon and will be held from 15th-16th September at the Whittlebury Hall Hotel & Spa in Northamptonshire. The summit is organised...
View ArticleMitel and Avaya Recognised in Gartner’s Magic Quadrant for Contact Centre...
We were pleased to see that two of our partners, Mitel and Avaya, have been recognised in the Gartner Magic Quadrant for Contact Centre Infrastructure report. The report looks at vendors who provide...
View ArticleAre Businesses Lagging Behind with Their Current Communications Solutions?
A recent study by Frost & Sullivan has confirmed the continual boom of cloud technology amongst organisations across the United States and Europe. With technologies continuing to mature and...
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