Welcome to the Callmedia blog.

Here we’ve asked various experts from across our organisation to contribute their thoughts on the key trends, hot topics and latest technologies in the enterprise communications landscape.

What is ‘Agile’?

Written by Brenda Taylor, Scrum Master at Callmedia, 19th April 2018 Agile: a definition Many of you will have heard the word ‘agile‘ being used within our work environments over the last few years. In fact, being agile is one of our company values here at Maintel....

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How micro-moments drive customer channel choices

Written by Rebecca Amiss, Product Owner at Callmedia, 28th February 2018 In the world of the multichannel contact centre, in order to ensure consistent, personalised customer service it’s important that businesses understand why their customers are choosing to...

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Could AI chatbots replace humans in the contact centre?

Written by Rebecca Amiss, Product Owner at Callmedia, 10th August 2017 Artifical Intelligence (AI) chatbots have been around for a while now, but what are they, and are they being fully utilised by businesses to improve customer service? In a nutshell, chatbots mine...

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How can you get the best out of Skype?

The past shows us that transition is a key part of innovation – and organisations looking to move to Skype for Business need to plan for it. Written by Stephen Wright - 18 March 2016 The story of the last forty years or so has been one of constant innovation – and of...

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For a really Good Call, you need a SatNav System

Don’t spoil the Customer Journey with a rigid approach to scripting. Give every customer a ‘Good Call’ at a price you can afford with integrated workflow in your agent desktop. Any company can provide world-class service if it’s willing to spend to do it. But money is...

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Facebook disrupt with new social survey tool

Blog post by Neil Terry, Customer Experience Manager at Callmedia Within the last 24 hours Facebook has rolled out their new Reactions, which could ultimately disrupt the customer feedback market. In Feb 2009 Facebook introduced the ’like’ capability where users could...

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Contact centre predictions for 2016

With the post holiday season cobwebs now well and truly shaken off, we look forwards and predict a host of changes within the contact centre industry over the course of 2016. Changing the channel. There will be a shift towards digital channels, rather than voice....

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Contact centre checklist – part one

Five contact centre features you should be using (but might not be). You may think you’re running an efficient and cost effective contact centre, but there’s always room for improvement when it comes to the customer experience! Whether it’s gaining more insight into...

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