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Why migrate to a Unified Cloud Communications system?

Have you ever uttered those words in reply to someone saying you should update your communications system? Perhaps your contact centre team often are often grumbling at the clunkiness of the existing system, or you’re frustrated by the lack of control you have over the roadmap. But finding the time and energy to change your comms platform is difficult.

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Contact Centre performance: It’s all about marginal gains

Team Sky (British Cycling) launched in 2010 with one ambition: Winning the Tour de France with a British rider within five years. A goal achieved within just three years when Bradley Wiggins won the 2012 Tour de France, while teammate and fellow Briton Chris Froome finished as the runner-up and then went on to win the 2013 race.

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Why Amazon Connect for the modern-day contact centre?

In recent years the role of the contact centre agent has become increasingly more involved. The number of software applications and subsequent need for multi-tasking has continued to deepen, with the level of skills required to successfully manage customer interactions dramatically expanding. This new age places immense pressure on operators to hire, train and retain, select and deploy the right systems and software, and keep agents motivated and engaged. That’s not to mention the ever-growing service expectations of the modern consumer, or the need to deliver on an ever-tightening cost line.

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