Insights

Complaint handling – what is the cost? It’s a real failing in the psyche that people (especially us Brits) are terrible at complaining. Service only improves if we complain when it is poor. It is when people stop complaining we ought to be worried – that is when they have

Damp and Mould Season – The Count Down Has Begun It might be the middle of the summer, albeit an unseasonally damp one, but your thoughts are probably filled with holidays, getting away, enjoying Wimbledon, the Euros, looking forward to the Olympics, kids clubs and maybe strawberries and cream. But

AI customer service: 10 strategies to get you started Consumers are becoming more familiar with—and dependent on—apps and artificial intelligence (AI) tools to help them in their daily lives. According to The Insight Partners, the intelligent virtual assistant market will explode between now and 2028, growing from just over $7 billion

RingCentral’s Webinar – Advanced Analytics & AI in Customer Service Discover the untapped potential of advanced analytics and AI in this RingCentral webinar Join Confurr and the leading AI-first communications provider, RingCentral, as we delve into: An introduction to RingCentral Valuable insights into what next-generation analytics and AI bring to

Ask the Expert: What Impact Will AI Have on Contact Centres and Agents?     Nerys’ background and experience in the contact centre industry How do contact centre agents feel about AI? What are the benefits of AI? What practical steps should organisations take when implementing AI? Have you seen

Two Minutes To Understand How To Ensure Reliable Business Communications Are cloud guarantees enough? The advantages of a single provider in guaranteeing maximum availability  Complete transparency with RingCentral Have you missed the previous episodes? Optimising the customer experience is one of organisations’ key concerns, and they often focus on improving

Two Minutes To Understand How To Manage Your Communications With Advanced Analytics Which analytics for which purposes? Line of business analytics for management purposes Customised reports for greater efficiency Don’t miss the other episodes! The advent of hybrid working and the increase in the number of communications channels has resulted

Ask the Expert: How Can You Align AX and CX To Solve Queries at First Contact The digital maturity of customers has accelerated… … and customers are increasingly difficult to please Contact centre agents face many challenges Converging CX and AX: the key to delighting agents and customers Rethinking the

Two Minutes To Understand How To Achieve a Quality Customer Experience Improving first contact resolution rate Improving the agent experience, too Integrating the collaborative contact centre  Don’t miss the other episodes! As organisations focus on developing a customer-centric culture, they’re increasingly dedicating more services to improve customer experience. More and more

Two Minutes To Understand How Unified Communications and AI Support Hybrid Work   Employees are in favour of hybrid working. Cloud technology helps organisations overcome challenges  The specific benefits of AI Optimising the experience of customers and employees Don’t miss the next episodes! Many companies have introduced new working models

RingCentral for Microsoft Teams: Ensuring Business Continuity for Thousands of Customers 2 min read In today’s fast-paced business environment, the ability to communicate effectively and seamlessly is more important than ever. Organizations across the globe are exploring ways to boost both internal and external collaboration, particularly as remote work and

Two Minutes To Understand How To Integrate Your Phone System With Microsoft Teams 4 Mins Read Multiple advantages for users and businesses  Benefit from advanced phone capabilities A rapid ROI  More episodes Did you know that almost nine out of ten Microsoft Teams customers are planning to opt for a