Articles.

• Article

As cyberattacks continue to evolve, the risks from malicious insiders pose a significant danger to data confidentiality and operational stability due to potential breaches and data leaks.

“While insider threats are an often overlooked aspect of the constantly evolving cybersecurity risk landscape, they pose significant risks to contact centre operators,” says Andy Green, BLOCKPHISH CEO and co-founder.

• Article

Amid the intense competition of today's market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle.
Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

• Article

By Craig Smith, CX Automation Manager and Damian Copeland, COO.While artificial intelligence (AI) has been around for nearly 50 years, adoption rates are accelerating across every business sector as the hype around generative AI (GenAI) spurs investment.In the contact centre space, many operators have already implemented AI technology in some guise to support better engagement and enhance customer experience (CX).

• Article

By Laura Temple, Connect360 Service Portfolio Manager at Connect.
Businesses looking to modernise their contact centre operation have a wealth of options when it comes to solutions that can deliver business value, particularly when choosing to adopt cloud-based systems to elevate customer service and satisfaction levels and deliver an exceptional customer experience (CX).

• Article

By Charlene George, Sales Director at Connect.

The business landscape is rapidly evolving with significant investments in digital modernisation aimed at delivering a seamless customer experience (CX).

Many companies have adopted various combinations of Contact Centres (CC or CCaaS), Customer Service Management (CSM), and Customer Relationship Management (CRM) platforms to cater to consumer preferences for omnichannel engagement.

• Article

By Steven Fricker
Connect Chief Revenue Officer Steven Fricker examines why CX technology decision-making is more complex than ever.

The concept of the contact centre is evolving. With customers engaging with you via multiple channels (sometimes simultaneously), the ability to manage the omnichannel experience has become more important than answering and routing calls.

• Article

Business challenges are never uniform, so why choose an off-the-shelf solution that fails to adequately address your unique operational and customer experience (CX) needs? Every aspect of the Connect360 Business Enablement Services empowers organisations to prioritise innovation and deliver exceptional customer experiences that foster brand loyalty and drive business growth, both now and in the future.

• Article

By Martin Cross, CTO at Connect.

The journey to Gen AI in the contact centre requires careful planning and implementation. The desire to leapfrog the AI lifecycle and invest in relatively expensive Gen AI capabilities without first putting the fundamental building blocks in place can result in unsuccessful and costly AI implementations.

• Article

Crafting exceptional customer experiences (CX) by applying innovative technology has become a strategic differentiator in the digital era.

Businesses that have focused on making incremental improvements to experiences to drive success in every interaction with capabilities like automation, employee empowerment and digital channels have enjoyed quick wins and a competitive advantage.