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A good web UI will be tailored to the needs of the contact centre user whether it’s an agent, a supervisor or senior manager.

As with any economic downturn, the current situation will have positive and negative impacts on how organisations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.

Customer expectations around the contact centre experience are rising continually. Organisations know they need to act - but where to start?

Peak periods can have an outsize impact on a company’s sales and brand reputation. Relying on the flexibility of the cloud is therefore vital, ensuring that customer service scales to meet demand.

Cloud solutions are now mature. That means moving some or all of your systems is now a much more streamlined process, with minimal disruption and risk.

Hybrid working also offers efficiency and productivity gains. There’s clearly the chance to right-size office space but contact centres can now also be more flexible.