The Call Centre Clinic

Microsoft Move into CCaaS Market (Part 2)

For the second part of our new editorial series we dig deeper into the Microsoft’s announced that they are entering the Global CCaaS market. This week we talk to Christopher Sly (Digital Expert at HGS UK) and Iain Banks (CEO at Ventrica) for their views and opinions on the effect this move will have, both on the market and the competition.

Read More »

Microsoft Move into CCaaS Market (Part 1)

This summer, Microsoft announced they were entering the Global CCaaS market, and in doing so, are taking on established global cloud communication vendors and global business platforms. In this Editorial, we speak to Technology experts, Resellers, Vendors, and Users, and gather a range of views and opinions from across the Industry on the effect this move will have, both on the market, the competition, and possible or likely responses, where they may go with the technology, costs and pricing, and what this all means for the clients and their customers.

Read More »

5 Shocking Things Even Big Brands Are Failing At

If you are a smaller contact centre it is quite normal to sigh wistfully at the bigger centres and wish you had their budgets for technology and resources.

In our latest guest editorial by Carolyn Blunt (Growth & Client Success Director at Davies Learning Solutions) she talks about 5 shocking things she has noticed that even some big centres are not getting right!

Read More »

Building Rapport : The Cheat Sheet

Rapport means showing friendliness, warmth and common ground and interest. Avoid the Tumbleweed. This is when the customer makes a joke or a little comment and it is ignored. There is usually an awkward, brief silence before the call moves on. Listening to it back you can almost feel that cold wind and see the tumbleweed rolling by as a sinister bell chimes in the background.

Read More »

Using Gamification to increase Contact Centre Engagement

For contact centre managers, one of the biggest challenges is keeping staff motivated and engaged while still maintaining call centre metrics and efficiency. Often people see these two things as polar opposites pulling in different directions, thinking you can’t be meeting metrics and targets and remain motivated, or that efficiency comes at the cost of employee engagement. For managers it takes a lot of work to find the balance. Can gamification provide the tools to achieve this more easily?

Read More »

Food For Thought

Just Eat announced about recently they were bringing their contact centre back to the UK from offshore / nearshore, but also bringing it back in house after outsourcing it for many years. In this Editorial we explore this further, with a range of views and opinions, both from those in the BPO sector and in house operations, and those with UK and offshore operations.

Read More »

Together in Electric Dreams : Part 3

Here in the final part of our Launch Editorial, we look closer at the acquisition in the Telecoms and CCaaS space of Five9 by Zoom. Zoom experienced a fivefold growth in 2020 for obvious reasons. With its growth at a more reasonable rate of 7.3% in 2021, it has also encouraged investment opportunities. We speak the big players and voices in the sector and gather their views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.

Read More »

Together in Electric Dreams : Part 1

We have seen a lot of merger and acquisition activity in our sector this summer. In this our Launch Editorial, we speak with the big players and voices in the industry and gather a range of views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.

Read More »

The Rebirth of The Contact Centre: Contact Centre As A Service (CCaaS)

At a recent GSA virtual event a panel of leading industry speakers and CX experts including myself and Tony Chambers, Head of Digital at TTEC EMEA discussed the concept of ‘Contact Centre as a Service’ (CCaaS). So, what is CCaaS? Contact Centre as a Service is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs.

Read More »

Microsoft Move into CCaaS Market (Part 2)

For the second part of our new editorial series we dig deeper into the Microsoft’s announced that they are entering the Global CCaaS market. This week we talk to Christopher Sly (Digital Expert at HGS UK) and Iain Banks (CEO at Ventrica) for their views and opinions on the effect this move will have, both on the market and the competition.

Read More »

Microsoft Move into CCaaS Market (Part 1)

This summer, Microsoft announced they were entering the Global CCaaS market, and in doing so, are taking on established global cloud communication vendors and global business platforms. In this Editorial, we speak to Technology experts, Resellers, Vendors, and Users, and gather a range of views and opinions from across the Industry on the effect this move will have, both on the market, the competition, and possible or likely responses, where they may go with the technology, costs and pricing, and what this all means for the clients and their customers.

Read More »

5 Shocking Things Even Big Brands Are Failing At

If you are a smaller contact centre it is quite normal to sigh wistfully at the bigger centres and wish you had their budgets for technology and resources.

In our latest guest editorial by Carolyn Blunt (Growth & Client Success Director at Davies Learning Solutions) she talks about 5 shocking things she has noticed that even some big centres are not getting right!

Read More »

Building Rapport : The Cheat Sheet

Rapport means showing friendliness, warmth and common ground and interest. Avoid the Tumbleweed. This is when the customer makes a joke or a little comment and it is ignored. There is usually an awkward, brief silence before the call moves on. Listening to it back you can almost feel that cold wind and see the tumbleweed rolling by as a sinister bell chimes in the background.

Read More »

Using Gamification to increase Contact Centre Engagement

For contact centre managers, one of the biggest challenges is keeping staff motivated and engaged while still maintaining call centre metrics and efficiency. Often people see these two things as polar opposites pulling in different directions, thinking you can’t be meeting metrics and targets and remain motivated, or that efficiency comes at the cost of employee engagement. For managers it takes a lot of work to find the balance. Can gamification provide the tools to achieve this more easily?

Read More »

Food For Thought

Just Eat announced about recently they were bringing their contact centre back to the UK from offshore / nearshore, but also bringing it back in house after outsourcing it for many years. In this Editorial we explore this further, with a range of views and opinions, both from those in the BPO sector and in house operations, and those with UK and offshore operations.

Read More »

Together in Electric Dreams : Part 3

Here in the final part of our Launch Editorial, we look closer at the acquisition in the Telecoms and CCaaS space of Five9 by Zoom. Zoom experienced a fivefold growth in 2020 for obvious reasons. With its growth at a more reasonable rate of 7.3% in 2021, it has also encouraged investment opportunities. We speak the big players and voices in the sector and gather their views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.

Read More »

Together in Electric Dreams : Part 1

We have seen a lot of merger and acquisition activity in our sector this summer. In this our Launch Editorial, we speak with the big players and voices in the industry and gather a range of views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.

Read More »

The Rebirth of The Contact Centre: Contact Centre As A Service (CCaaS)

At a recent GSA virtual event a panel of leading industry speakers and CX experts including myself and Tony Chambers, Head of Digital at TTEC EMEA discussed the concept of ‘Contact Centre as a Service’ (CCaaS). So, what is CCaaS? Contact Centre as a Service is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs.

Read More »