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For many years the contact centre and CRM platforms have been discrete. You needed your CRM to manage and sort your customer data and to present this information to an agent. You needed a contact centre to manage the communication path between said parties, but things are changing… Over the past few years CRM manufacturers have started adding communication functionality into their products, usually the digital bits, email, webchat, etc. The contact centre market was happy with this, after all, they have ‘voice’ and that’s 80-90% of interactions, so they’ll be fine, but as the PSTN is turned off in 2025 and all calls will be using VoIP. The knock-on effect is clearly that the CRM guys will now be able to route voice into their platforms direct and won’t require the contact centre as much as they used to if at all. The contact centre manufacturers stance is that customer experience is much more than just a voice, you need ACD, management information, IVR, outbound dialler, workforce management, skills-based routing and CRM…, this is true but it’s now only a matter of codding whereas previously it was a matter of licenses, hardware, gateways, protocols etc. In response, contact centre manufacturers have started introducing their own intrinsic CRM product in the fight back. A CRM which doesn’t require integration as it’s part of the contact centre product, a CRM which may not have all the bells and whistles of a Dynamics or Salesforce but a CRM that will store and sort customer data and provide information to an agent out of the box. It’s a ‘CRM Light’ if you will. So what does all this mean, it means that we’re in for a great few years of innovation within the customer service space, where the market size has doubled due to overlapping functionality across both CRM and the contact centre.

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. Design with Ease “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” Every layout comes with the latest social features built in. Readers will be able to easily share posts on social networks like Facebook and Twitter, view how many people have liked a post, made comments and more. With Wix, building your online community has never been easier. Create Relevant Content You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow readers to explore more of what interests them. Each category of your blog has its own page that’s fully customizable. Add a catchy title, a brief description and a beautiful image to the category page header to truly make it your own. You can also add tags (#vacation #dream #summer) throughout your posts to reach more people, and help readers search for relevant content. Using hashtags can expand your post reach and help people find the content that matters to them. Go ahead, #hashtag away. Stun Your Readers “Be original, show off your style, and tell your story.” Blogging gives your site a voice, so let your business’ personality shine through. Are you a creative agency? Go wild with original blog posts about recent projects, cool inspirational ideas, or what your company culture is like. Add images, and videos to really spice it up, and pepper it with slang to keep readers interested. Are you a programmer? Stay on the more technical side by offering weekly tips, tricks, and hacks that show off your knowledge of the industry. No matter what type of business you have, one thing is for sure - blogging gives your business the opportunity to be heard in a way in a different and unconventional way. Get Inspired To keep up with all things Wix, including website building tips and interesting articles, head over to the Wix Blog. You may even find yourself inspired to start crafting your own blog, adding unique content, and stunning images and videos. Start creating your own blog now. Good luck!

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. Design with Ease “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” Every layout comes with the latest social features built in. Readers will be able to easily share posts on social networks like Facebook and Twitter, view how many people have liked a post, made comments and more. With Wix, building your online community has never been easier. Create Relevant Content You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow readers to explore more of what interests them. Each category of your blog has its own page that’s fully customizable. Add a catchy title, a brief description and a beautiful image to the category page header to truly make it your own. You can also add tags (#vacation #dream #summer) throughout your posts to reach more people, and help readers search for relevant content. Using hashtags can expand your post reach and help people find the content that matters to them. Go ahead, #hashtag away. Stun Your Readers “Be original, show off your style, and tell your story.” Blogging gives your site a voice, so let your business’ personality shine through. Are you a creative agency? Go wild with original blog posts about recent projects, cool inspirational ideas, or what your company culture is like. Add images, and videos to really spice it up, and pepper it with slang to keep readers interested. Are you a programmer? Stay on the more technical side by offering weekly tips, tricks, and hacks that show off your knowledge of the industry. No matter what type of business you have, one thing is for sure - blogging gives your business the opportunity to be heard in a way in a different and unconventional way. Get Inspired To keep up with all things Wix, including website building tips and interesting articles, head over to the Wix Blog. You may even find yourself inspired to start crafting your own blog, adding unique content, and stunning images and videos. Start creating your own blog now. Good luck!

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. Design with Ease “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” Every layout comes with the latest social features built in. Readers will be able to easily share posts on social networks like Facebook and Twitter, view how many people have liked a post, made comments and more. With Wix, building your online community has never been easier. Create Relevant Content You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow readers to explore more of what interests them. Each category of your blog has its own page that’s fully customizable. Add a catchy title, a brief description and a beautiful image to the category page header to truly make it your own. You can also add tags (#vacation #dream #summer) throughout your posts to reach more people, and help readers search for relevant content. Using hashtags can expand your post reach and help people find the content that matters to them. Go ahead, #hashtag away. Stun Your Readers “Be original, show off your style, and tell your story.” Blogging gives your site a voice, so let your business’ personality shine through. Are you a creative agency? Go wild with original blog posts about recent projects, cool inspirational ideas, or what your company culture is like. Add images, and videos to really spice it up, and pepper it with slang to keep readers interested. Are you a programmer? Stay on the more technical side by offering weekly tips, tricks, and hacks that show off your knowledge of the industry. No matter what type of business you have, one thing is for sure - blogging gives your business the opportunity to be heard in a way in a different and unconventional way. Get Inspired To keep up with all things Wix, including website building tips and interesting articles, head over to the Wix Blog. You may even find yourself inspired to start crafting your own blog, adding unique content, and stunning images and videos. Start creating your own blog now. Good luck!

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow visitors to explore more of what interests them. Create Relevant Content Writing a blog is a great way to position yourself as an authority in your field and captivate your readers’ attention. Do you want to improve your site’s SEO ranking? Consider topics that focus on relevant keywords and relate back to your website or business. You can also add hashtags (#vacation #dream #summer) throughout your posts to reach more people, and help visitors search for relevant content. Blogging gives your site a voice, so let your business’ personality shine through. Choose a great image to feature in your post or add a video for extra engagement. Are you ready to get started? Simply create a new post now.

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow visitors to explore more of what interests them. Create Relevant Content Writing a blog is a great way to position yourself as an authority in your field and captivate your readers’ attention. Do you want to improve your site’s SEO ranking? Consider topics that focus on relevant keywords and relate back to your website or business. You can also add hashtags (#vacation #dream #summer) throughout your posts to reach more people, and help visitors search for relevant content. Blogging gives your site a voice, so let your business’ personality shine through. Choose a great image to feature in your post or add a video for extra engagement. Are you ready to get started? Simply create a new post now.

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow visitors to explore more of what interests them. Create Relevant Content Writing a blog is a great way to position yourself as an authority in your field and captivate your readers’ attention. Do you want to improve your site’s SEO ranking? Consider topics that focus on relevant keywords and relate back to your website or business. You can also add hashtags (#vacation #dream #summer) throughout your posts to reach more people, and help visitors search for relevant content. Blogging gives your site a voice, so let your business’ personality shine through. Choose a great image to feature in your post or add a video for extra engagement. Are you ready to get started? Simply create a new post now.

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. Design with Ease “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” Every layout comes with the latest social features built in. Readers will be able to easily share posts on social networks like Facebook and Twitter, view how many people have liked a post, made comments and more. With Wix, building your online community has never been easier. Create Relevant Content You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow readers to explore more of what interests them. Each category of your blog has its own page that’s fully customizable. Add a catchy title, a brief description and a beautiful image to the category page header to truly make it your own. You can also add tags (#vacation #dream #summer) throughout your posts to reach more people, and help readers search for relevant content. Using hashtags can expand your post reach and help people find the content that matters to them. Go ahead, #hashtag away. Stun Your Readers “Be original, show off your style, and tell your story.” Blogging gives your site a voice, so let your business’ personality shine through. Are you a creative agency? Go wild with original blog posts about recent projects, cool inspirational ideas, or what your company culture is like. Add images, and videos to really spice it up, and pepper it with slang to keep readers interested. Are you a programmer? Stay on the more technical side by offering weekly tips, tricks, and hacks that show off your knowledge of the industry. No matter what type of business you have, one thing is for sure - blogging gives your business the opportunity to be heard in a way in a different and unconventional way. Get Inspired To keep up with all things Wix, including website building tips and interesting articles, head over to the Wix Blog. You may even find yourself inspired to start crafting your own blog, adding unique content, and stunning images and videos. Start creating your own blog now. Good luck!

Create a blog post subtitle that summarizes your post in a few short, punchy sentences and entices your audience to continue reading. Welcome to your blog post. Use this space to connect with your readers and potential customers in a way that’s current and interesting. Think of it as an ongoing conversation where you can share updates about business, trends, news, and more. “Do you have a design in mind for your blog? Whether you prefer a trendy postcard look or you’re going for a more editorial style blog - there’s a stunning layout for everyone.” You’ll be posting loads of engaging content, so be sure to keep your blog organized with Categories that also allow visitors to explore more of what interests them. Create Relevant Content Writing a blog is a great way to position yourself as an authority in your field and captivate your readers’ attention. Do you want to improve your site’s SEO ranking? Consider topics that focus on relevant keywords and relate back to your website or business. You can also add hashtags (#vacation #dream #summer) throughout your posts to reach more people, and help visitors search for relevant content. Blogging gives your site a voice, so let your business’ personality shine through. Choose a great image to feature in your post or add a video for extra engagement. Are you ready to get started? Simply create a new post now.

We have created the following tips to ensure you get a great customer service strategy: Define The Problem - Be Specific. It is critical to know where your north star is when creating a customer service strategy. Create the Team – Don’t try and do it alone. Create a team, give members roles and responsibilities and then let them get on and do the work. Brainstorm a lot – 3 heads are better than 2, 4 heads are better than 3 and so on. Be open, every idea is a good idea until proven otherwise and just a note, we’ve seen some of the best ideas come from the lowest paid, newest recruits. Great ideas can come from anywhere. Communication - Get buy-in at all levels. Strategy Implementation only works if you take colleagues on a journey. Why are you doing it and what are the benefits to them. Be clear! Be fluid – Things change, a lot, be fluid, try different ideas, measure their success and failure, customer service doesn’t have a timeline and so customer service optimisation shouldn’t either. For more information please visit Soniza.co.uk