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Category - Contact Centre

1
Mar

What is the difference between a cloud and a hosted contact centre?

A major challenge in purchasing a contact centre today is the technology you select.  Many organisations see the benefit of moving away from a traditional on-premise installation, but there are lots of different options, all of which claim to be the best. There is a genuine argument about the best way to deliver the technology.  …

7
Feb

Using Video to Improve Customer Experience

The use of video for communication between people is expanding at an incredible rate.  Applications such as Skype and Apple’s FaceTime are helping individuals to effectively keep in touch.  Social media apps such as Facebook, Twitter and Instagram and full of home-made video.  Snapchat is specifically designed to allow users to communicate with video clips. …

7
Feb

StableLogic advises European Customer Transport Company

StableLogic has been appointed by a European customer transport company to review their customer communication strategy and to develop a plan for the future.  The client provides long distant transport for consumers across 6 European countries.  Key challenges include the multiple communication channels used by the client’s customers and the need to operate in multiple …

31
Jan

Are Cloud Contact Centres Reliable?

Cloud based contact centres are relatively new in the telecommunications market and have only really started to gain market traction in the last couple of years. Although relatively new, the cloud contact centre is extremely popular with clients.  The common reasons include: i) The total cost of ownership, ii) Less responsibility for upgrades and changes, …

31
Jan

Your Customer Engagement Strategy

Until recently, customer engagement simply comprised face to face, for example with a retailer, or a contact centre answering telephone calls and perhaps email.  The world has changed rapidly, customer expectations have increased and the speed of change rapid. Today, customer engagement covers many different communication channels such as voice, video, social media, email and …

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