Category: CX Cloud

Customer Service

How The Right Technology Choices Can Help Your Contact Centre

Modern contact centres rely on sophisticated technology to operate at their full potential. Using the right mix of technology to support live agents improves productivity, enhances the customer service experience, provides opportunities to coach and retain talented staff, and ultimately boosts customer loyalty and revenue. There are many types of technology available to businesses looking

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cloud contact centres

How CX Cloud Can Maximise Your Contact Centre’s Potential

Agility and the speed to adapt has proven to be a critical business continuity factor over the past year. Cloud adoption – and cloud contact centres – accelerating faster than expected prior to the global COVID-19 pandemic. 2020 has highlighted more than ever the need to have an efficient and effective contact centre for customers

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Artificial Intelligence

Maintaining Balance Between Live Agents and AI in a Cloud Contact Centre

In an increasingly fast-paced world, the expectations of modern consumers are continually evolving. Now more than ever, customers expect almost immediate responses from businesses when they have a question or issue. Recent data gathered by Salesforce reveals that 64% of consumers expect real-time responses, with millennials in particular having an expectation of instant replies. While

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How Do Live Chat Software Applications Work? | Woman working with laptop

How Do Live Chat Software Applications Work?

Live chat is an instantaneous messaging service that allows businesses to engage with visitors to their website in real time. It can be used to initiate conversations with first-time website visitors, to interact with returning customers, and to support users who may be experiencing problems. Live chat functionality is convenient and useful for customers, offering

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Two people looking at a tablet

How a Cloud Contact Centre Can Improve Business Continuity

The past year has highlighted—more than ever before—the importance for businesses to be agile and flexible in their approach to remote work. Interruptions to normal operations can be extremely costly within any industry, and it is vital that companies consider how to maintain business continuity during tumultuous times. In 2020, nearly a third of the

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Customer service employee with headset

How to Adapt to Evolving Customer Expectations

Quality customer service is an unambiguous expectation from consumers in the digital age. As experiences with Artificial Intelligence (AI) become more commonplace and expand into business communication portals, expectations on our human counterparts also increases. While nothing will ever beat the personal touch of an expert agent, 2020 has highlighted the need for companies to

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Smiling assistant using a headset

Why You Need A Cloud Contact Centre to Future Proof Your Business

In recent years, a growing number of businesses have moved away from traditional, premises-based contact centres in favour of a cloud-based approach. Research shows that 90% of organisations currently use some form of cloud computing in their operations. In addition, in 2019, some 60% of workloads run via the cloud (compared to 45% in 2018).

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Helpdesk

AI in a Cloud Contact Centre

Cloud contact centres are network-based services that provide a web-based alternative to traditional premises-based models. For instance, cloud contact centres are not restricted by a fixed geographic location; agents can be employed from around the world and simply need a computer, headset, and internet connection. As the popularity of cloud-based contact centres has proliferated, so

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