Celebrating Cirrus’ work in the community across 2024 Blog

9 December 2024

Celebrating Cirrus’ work in the community across 2024

Doing good and doing business go hand in hand. This philosophy has driven our team…

Joseph Murfin

How Do Different Generations Use Customer Service? Blog

29 November 2024

How Do Different Generations Use Customer Service?

Gen Z loves a text chat. Boomers prefer a phone call. And Millennials want answers,…

Joseph Murfin

Should You Add Digital Channels to Your Contact Centre? Insights from Industry Experts Blog

21 November 2024

Should You Add Digital Channels to Your Contact Centre? Insights from Industry Experts

In the world of contact centres, there’s one question cropping up more than ever: To add…

Joseph Murfin

How to Devise an AI Adoption Strategy for Your Contact Centre Blog

18 November 2024

How to Devise an AI Adoption Strategy for Your Contact Centre

Artificial intelligence (AI). It sounds good. It often looks good. But is it truly trusted…

Joseph Murfin

Black Friday & Cyber Monday – Is the Juice Worth the Squeeze? Blog

14 November 2024

Black Friday & Cyber Monday – Is the Juice Worth the Squeeze?

The yearly retail spectacle is nearly upon us. Retailers are rubbing their hands at the…

Joseph Murfin

Here’s What’s Next for Citizen Engagement Blog

24 October 2024

Here’s What’s Next for Citizen Engagement

Public sector organisations are constantly under pressure: shrinking budgets, higher citizen expectations, and demands for…

Joseph Murfin

Ready for the Rush: How to Prepare Contact Centres for Seasonal Demand Blog

18 October 2024

Ready for the Rush: How to Prepare Contact Centres for Seasonal Demand

Are you just coping, or are you opportunity-grabbing? As contact centres tentatively turn their heads…

Joseph Murfin

Get to the Root: Understanding Customer Pain Points Blog

18 October 2024

Get to the Root: Understanding Customer Pain Points

Knowing what your customers want is useful. Knowing what your customers detest is the road…

Joseph Murfin

Taking the Pressure Off Agents with Smarter Tech: The Future of Contact Centres Blog

16 October 2024

Taking the Pressure Off Agents with Smarter Tech: The Future of Contact Centres

Contact centre agents are the foot soldiers of our brands. The best agents are receptive,…

Sandra Haworth

Meeting Customer Needs Across Every Channel—Without the Hassle Blog

7 October 2024

Meeting Customer Needs Across Every Channel—Without the Hassle

Working in customer service is no easy task. But before we dive in, let’s take…

Sandra Haworth

Measuring and Improving Contact Centre Agent Well-being 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

Agent Desktop Experience: The Key to Contact Centre Success 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

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

Beyond just scores: new ways to measure customer service success 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

Turning Customer Feedback into Tangible Improvements 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