Blog Archives

Blog

30 November 2021

It’s the people that are important, not the products – Why Cirrus is putting agents first

It has undoubtedly been a difficult 18 months for everyone, which is why we are…

Sandra Haworth

Mind The Demand Gap- A 4 step approach to improving CX for charities

Blog

8 September 2021

Mind The Demand Gap- A 4 step approach to improving CX for charities

Not-for-profit organisations face several unique challenges that must be tackled head-on to meet the demands…

Sandra Haworth

Blog

9 July 2021

Celebrating Contact Centre Heroes!

Customer service agents are the backbone of any successful business. They work tirelessly behind the…

Sandra Haworth

Blog

29 June 2021

Teams has won the UCaaS battle – but where does this leave contact centres?

Since the pandemic entered our lives the business uptake in Microsoft Teams has been remarkable.…

Sandra Haworth

Beyond voice – the future of customer services

Blog

29 June 2021

Beyond voice – the future of customer services

In little more than a year, the number of people using Microsoft Teams worldwide doubled…

Sandra Haworth

When it comes to customer engagement: social housing providers don’t know how lucky they are

Blog

18 June 2021

When it comes to customer engagement: social housing providers don’t know how lucky they are

When every agent is busy and there is still a growing queue of tenants waiting…

Sandra Haworth

Knowing the unknown - using familiarity to improve customer service

Blog

24 May 2021

Knowing the unknown – using familiarity to improve customer service

When it comes to customer engagement, housing providers benefit from a relatively informed position compared…

Sandra Haworth

What is native integration in MS teams and why is it important?

Blog

20 May 2021

What is native integration in MS teams and why is it important?

What is native integration and what does it mean? Native integration suggests that functionality that…

Sandra Haworth

Blog

19 May 2021

Every UC needs a CC – teams is no exception

Over 90 per cent of UK businesses are now using teams, enabling colleagues forced apart…

Sandra Haworth

Blog

5 May 2021

Why first contact resolution is ludicrous in isolation

First Contact Resolution (FCR) is a metric often demanded by contact centre management. If nothing…

Sandra Haworth

Blog

It’s the people that are important, not the products – Why Cirrus is putting agents first

Mind The Demand Gap- A 4 step approach to improving CX for charities

Celebrating Contact Centre Heroes!

Teams has won the UCaaS battle – but where does this leave contact centres?

Beyond voice – the future of customer services

Knowing the unknown – using familiarity to improve customer service

What is native integration in MS teams and why is it important?

Every UC needs a CC – teams is no exception

Why first contact resolution is ludicrous in isolation

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