The Dawn of The Large Language Model Era and Impact on Customer Service Blog

11 December 2023

The Dawn of The Large Language Model Era and Impact on Customer Service

Customer service has come a long way from the days of flickering switchboards and patchy…

Sandra Haworth

What’s the difference between omni-channel and multi-channel? Blog

5 December 2023

What’s the difference between omni-channel and multi-channel?

Are you running an omni-channel or multichannel contact centre? This crucial distinction has a major…

Sandra Haworth

10 Use Cases for Generative AI in Customer Service Blog

4 December 2023

10 Use Cases for Generative AI in Customer Service

Imagine a world where customers receive personalised responses instantaneously, support tickets are categorised automatically and…

Sandra Haworth

The top 6 contact centre trends for 2024 Blog

30 November 2023

The top 6 contact centre trends for 2024

In 2023, the worldwide market for contact centres was valued at approximately USD 25.8 billion.…

Sandra Haworth

Cirrus People: Meet Dan Lloyd, Channel Director Blog

30 November 2023

Cirrus People: Meet Dan Lloyd, Channel Director

Meet Dan Lloyd, our Channel Director at Cirrus. With over two decades in the contact…

Sandra Haworth

The Evolution of Remote Contact Centres Blog

27 November 2023

The Evolution of Remote Contact Centres

The post-pandemic era has been a definitive turning point for businesses, underlining the vital role…

Sandra Haworth

Outbound Contact Done Right: Everything You Need To Know Blog

22 November 2023

Outbound Contact Done Right: Everything You Need To Know

Outbound contact remains vital for companies today across teams like sales, service, and support. Engaging…

Sandra Haworth

Using Sentiment Analysis to Understand Customer Emotions in Contact Centres Blog

21 November 2023

Using Sentiment Analysis to Understand Customer Emotions in Contact Centres

In today's fiercely competitive consumer markets, an overwhelming 85% of companies now view customer experience…

Sandra Haworth

How Contact Centres Can Be More Successful on Black Friday Blog

20 November 2023

How Contact Centres Can Be More Successful on Black Friday

Retailers worldwide mark it as the year's most significant sales event. Online and in-person shoppers…

Sandra Haworth

The 4 Most Common Types of Outbound Diallers Explained Blog

20 November 2023

The 4 Most Common Types of Outbound Diallers Explained

So, you've got a contact centre, and you're looking to supercharge your outbound calling game.…

Sandra Haworth

How an Identity Layer Connects Your Contact Centre for Seamless Experiences Blog

14 November 2023

How an Identity Layer Connects Your Contact Centre for Seamless Experiences

Providing seamless, personalised customer experiences is crucial for contact centres today. However, siloed systems and…

Sandra Haworth

Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres Blog

13 November 2023

Beyond Metrics: The Art of Measuring Agent Experience in Contact Centres

It's easy to get caught up in the numbers game in contact centres. When it…

Sandra Haworth

Mastering the Art of Leading a World-Class UK Contact Centre Team Blog

9 November 2023

Mastering the Art of Leading a World-Class UK Contact Centre Team

Managing a successful contact centre requires mastering many complex responsibilities. From strategic planning to day-to-day…

Sandra Haworth

Connecting Contact Centre Dots with a Data-Driven Approach Blog

8 November 2023

Connecting Contact Centre Dots with a Data-Driven Approach

The contact centre, your gateway to customer interactions, holds the power to transform service inquiries…

Sandra Haworth

Crafting Seamless Omni-Channel Customer Journeys for the Modern Consumer Blog

8 November 2023

Crafting Seamless Omni-Channel Customer Journeys for the Modern Consumer

Creating seamless customer journeys across channels is no longer just an aspiration – it's a…

Sandra Haworth