The Ultimate Guide to Managing Peak Demand in Your Contact Centre!
CXFO Foundation Partner, Ventrica, has done a series of short guides looking at the challenges of handling peak demand and each of the possible solutions in depth.
The Ultimate Guide to Managing Peak Demand in Your Contact Centre!
CXFO Foundation Partner, Ventrica, has done a series of short guides looking at the challenges of handling peak demand and each of the possible solutions in depth.
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.
Have been selling a house recently, and am in the middle of moving everything this week, and it’s been enlightening to see the self-serve and digital journey offerings of some of the big utility providers, and the contrast in CX between British Gas and E-on could not be greater. Part of selling the house is we need to have the boiler serviced. No problem, I have Homecare with British Gas. Go online 3 or 4 months ago and book it. All good. Appointment date was 6 weeks ago, waited in all day. No one arrived. No text, no email, nada.
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