Earlier this month, we took some time to reflect on the year gone by and report on some of the biggest call centre trends we saw in 2019. We recognised an increase in cloud-based call centres, a rise in social media conversations and more innovative ways to involve artificial intelligence as well as more developments in analytics tools. 2020 is…
By this time of year, winter has well and truly settled in for the next few months and with winter comes more challenges for our businesses. Bad weather such as snow, ice and even rain has been known to slow things down; trains become unreliable or out of service, roads become dangerous and busy and walking is simply not an…
Kane would like to thank all our clients, suppliers and technology partners. We’ve had another great year, with continued growth and success. Businesses are made up of people, and we are firm believers in connecting with people and their businesses and working with them to deliver a technical solution that ticks all the boxes, rather than just sticking in another…
The longer your customers wait, the less important they feel. Sure, “Sorry to keep you waiting” or “Your call is important to us” helps reassure them, but does it really make any difference? Average Wait Time (AWT) has become a key performance indicator for contact centres letting managers and staff know exactly how long customers are waiting for their calls…
The end of 2019 is closing in and we are starting to look back at how the communications landscape has changed. 2019 has been the year of strategic thinking with cloud communications and virtual agents providing better analytics, more social media conversations and more innovative ways to involve artificial intelligence. As such, we have seen a number of trends that…
Since the Internet first became widely available, the way in which we use it has evolved rapidly. The Internet is no longer just a database of simple text-based directories, but a platform for a plethora of multimedia applications; sophisticated apps, advanced eCommerce solutions, social media, video sharing, music streaming and, perhaps most importantly, communication. Modern businesses are harvesting the power…
When Tottenham Hotspur Football Club began building their new sports and entertainment centre they needed to incorporate new methods to improve their customer service capabilities and employee collaboration. Tottenham Hotspur’s new cutting edge stadium takes modern architecture to a new level with steeply banked stands to keep fans as close to the action as possible to a stadium that can…
According to a recent study, 69% of Internet users in the US would consult their smartphones for product reviews and information, rather than seek out and speak to a sales advisor. More than half would also shop for deals and research prices while in-store. These stats confirm that businesses need to provide multiple channels for their customers to interact and…
For many small businesses, a hosted VoIP system (or hosted telephony system) is the perfect way to present a professional and efficient front to your customers. The abundance of features available to VoIP users far surpasses those of more traditional style phone lines and help organisations deliver an exceptional service. Kane have been supporting organisations in their VoIP journey for…
Voice over IP (VoIP) is a voice calling technology that can revolutionise the way a business works. It’s extremely flexible, cost-effective and can integrate with a whole host of software packages to help your business run as smoothly and efficiently as possible. Due to its ability to help provide an exceptional customer experience, businesses all over the world are adopting…
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