Empowering your agents with seamless technology – The sky’s the limit

We believe that employee wellbeing matters just as much, if not more, than customer experience, and so does Richard Branson. Contact centre industry publication, Contact Centre Helper surveyed their readers last month to establish what they believed were the most valuable contact centre reporting metrics and 62% responded with ‘agent satisfaction’. The word ‘satisfaction’ itself … Read more Empowering your agents with seamless technology – The sky’s the limit

Moments over material – why selling experiences is the new reality for businesses

Why are we creating experience-centric environments? What is the number one purpose of any business? According to economist Milton Friedman, the main purpose of a business is to ‘maximize profits for its owners’. Others contend that a business’s principal purpose is to serve the interests of a larger group of stakeholders, including employees, customers, and … Read more Moments over material – why selling experiences is the new reality for businesses

Unnecessary security flaw opened the door – Only to be saved by Synchronised Security

Synchronised Security

As you know, Security threats are absolutely everywhere. Last week one of our longstanding customers faced a potentially critical cyber-attack, Ransomware had taken control of a single device… a Windows Vista PC. For 25+ years we have provided the business with IT infrastructure, ongoing support and security. The company has circa 50 users and a … Read more Unnecessary security flaw opened the door – Only to be saved by Synchronised Security

Creating a personalised experience as Five9’s Top EMEA Partner 2019

Last week our CEO, Matthew Parker and Babble Contact Managing Director, Mark Jordan travelled across the pond to Las Vegas to attend the annual Five9 CX Summit. We are delighted to share that they returned with the prestigious award of “Top EMEA Partner 2019” the premier accolade for Five9 partners outside of the US. Since … Read more Creating a personalised experience as Five9’s Top EMEA Partner 2019

Watch out for the ‘One Ring’ scam

Have you ever received a call from an international number that you didn’t recognise? It could have been a ‘Wangiri’ call – a scam that could leave you hundreds, if not thousands of pounds down. Falling victim to this scam, also known as the ‘One Ring’ scam, involves receiving an automated call from an international … Read more Watch out for the ‘One Ring’ scam

Marginal Gains that transform your contact centre and customer experience

Small changes can deliver major improvement Customer experience is the new battleground for success in today’s highly competitive markets. Technology vendors will often tell you that winning that battle requires an expensive overhaul of technology in your contact centre, including your on-prem technology. However, we’ve found that a longer-term strategy of zooming in on a … Read more Marginal Gains that transform your contact centre and customer experience

Omnichannel CX design

The importance of engaged and empowered cross-functional teams Consumers’ disparate experiences with organisations are becoming far too common. Organisations need to change their approach to customer experience from being channel specific, and focus on consistency of service via integrated customer journeys. A case in point is when a consumer needs urgent written information from a … Read more Omnichannel CX design

A personalised experience is fast becoming the new expected normal

Even before travellers set foot in an airport, their smart phones send alerts about traffic conditions, expected flight delays, weather conditions, the exchange rate, and they can get navigational assistance to their hotel. All of this is achieved by the digital assistant on their smartphones – a device that is so intimately involved in their … Read more A personalised experience is fast becoming the new expected normal

Adopting a successful digital transformation strategy

The term is used a lot in the business media, but what does it mean? Broadly, it’s defined as the application of digital technology in all aspects of society. When it comes to business, digital transformation can be and arguably should be implemented across every function, and if your business isn’t putting a transformation strategy … Read more Adopting a successful digital transformation strategy