Blog

30 September 2024

Measuring and Improving Contact Centre Agent Well-being

In the modern contact centre, agent wellbeing is no longer just a priority; it's essential…

Sandra Haworth

Blog

23 September 2024

Agent Desktop Experience: The Key to Contact Centre Success

Sarah is a contact centre agent on a call with an impatient customer. The customer’s…

Sandra Haworth

Blog

19 September 2024

Creating an inclusive culture in contact centres: best practices and benefits

Diversity and inclusion are hot topics in service sectors, and they should be. After all,…

Sandra Haworth

Blog

16 September 2024

Beyond just scores: new ways to measure customer service success

The contact centre manager lives a life of efficiency-led targets. How else can a return…

Sandra Haworth

Blog

30 August 2024

Turning Customer Feedback into Tangible Improvements

Did you know that there’s a goldmine in your inbox? Each comment, message or review…

Eleanor Morden

Blog

21 August 2024

How to Improve Citizen Services in the Public Sector

One of the most pleasing developments in the internet era has been the opportunity to…

Eleanor Morden

Blog

14 August 2024

Knowing Why Your Customers Contact You

If you’ve read any of our blogs before, it is a mantra you may be…

Sandra Haworth

Blog

12 August 2024

The Tech Discrepancy Between CCaaS Providers and Contact Centres

The contact centre is the heartbeat of customer service. Technology underpins operations and, along with…

Sandra Haworth

Blog

8 August 2024

The Human Touch: Why Emotional Intelligence is Key to Improving Customer Interactions

Here’s a short story for you. A customer was on the verge of losing their…

Sandra Haworth

Blog

31 July 2024

Bridging the Skills Gap: Building an AI-Equipped Workforce for Contact Centres

AI is no longer a buzzword; it's reshaping how we interact with customers, solve problems,…

Sandra Haworth

Blog

17 July 2024

The Rise of Vulnerable Customers: Adapting Customer Service

The narrative around customer service is changing rapidly, particularly for those facing significant challenges. Vulnerable…

Sandra Haworth

Blog

15 July 2024

The Future of Localised Customer Experience in Banking

In a not-so-distant past, personal banking was exactly that—personal. Your local bank manager knew your…

Sandra Haworth

Blog

11 July 2024

Cirrus showcases AI adoption model at the Contact Centre AI EXPO

Many businesses recognise the potential of AI to transform their contact centres. However, the journey…

Sandra Haworth

Blog

3 July 2024

Improving Customer Complaints Handling with Better CRM Systems

You might have heard the term CRM (Customer Relationship Management) tossed around in business meetings…

Sandra Haworth

Blog

19 June 2024

Are We Really Ready for All the Answers from AI in Contact Centres?

AI is becoming a key component in contact centres, making things smoother and faster. In…

Sandra Haworth