The contact centre industry is growing at a pace – but customer demands and expectations are changing all the time. So, what are the key factors shaping the future and helping businesses to modernise, and how are they impacting on performance?
Rafael Cortes, Foehn head of marketing, explains how harnessing the power of contact centre automation can result in a more positive customer experience.
New technology, automation and new ways of communicating – particularly through social media – have revolutionised the customer service landscape.
Customer behaviour has changed markedly over recent years and contact centres have responded with technology that matches the way customers want to interact with businesses.
Rafael Cortes, Foehn head of marketing, explains why simplicity and intelligence in cloud phone system technology design are key for good user experience, and counter the threat of “burn-out” in the drive for collaboration and transparency in business culture.
Take a good look at your phone system. If it’s more than five years old, it’s probably slowing down your business compared to your competitors. Such has been the acceleration of phone technology over recent years.
In part four of his series, James Passingham explains why the demand for simplicity and control in cloud phone systems and contact centre design is a growing reaction to automation-overload.
In part 3 of his series, James Passingham looks ahead to the innovative features of cloud communications that will be available to make life simpler for the system administrator and your employees in the year ahead.
In part one of our of series, James Passingham takes a closer look at how intelligent features in the latest cloud phone systems are helping to transform the customer experience across a variety of industry sectors.
Rafael Cortes, head of marketing at Foehn, explains how intelligent integration of cloud phone systems can deliver important business advantages.
Rafael Cortes, head of marketing at Foehn, explains how cloud phone systems can deliver rapid return on investment and why it’s important not to cut any corners on the journey to deployment.
Rafael Cortes, Foehn head of marketing, explains why voice and human interaction still play essential roles in the world of multi-channel business communications.