It’s the people that are important, not the products – Why Cirrus is putting agents first

It has undoubtedly been a difficult 18 months for everyone, which is why we are so proud of the agents who have been working in contact centres to maintain customer service levels at this time, and who have been rightly recognised as front-line workers.

During the pandemic, we launched a campaign to highlight the amazing work that contact centre agents have been doing called #ContactCentreHeroes, which has surfaced so many humbling and incredibly powerful stories of the lengths that agents are going to, to ensure customers are never disappointed.

There are so many heroes who have shown great resilience and team work to ensure that customers are not left unassisted at a time when they need the support more than ever as the world became increasingly disconnected.

While we’re not completely out of the woods yet, the fact that Europe’s largest contact centre event – the Call and Contact Centre Expo 2021 – is taking place in person is a sign that we’re headed in the right direction.

While the exhibition’s main function is to showcase the brilliant technologies, strategies, and advancements in the industry, it is imperative that we champion the agents who are themselves operating the technologies. After all, it’s the people and not necessarily the products that have carried us through the past 18 months.

Many contact centres are still undergoing innumerable challenges in today’s constantly shifting landscape. From homeworking and agent wellbeing to budget restrictions and digital transformations – contact centre managers are grappling with projects of all types and complexities, which has forced them to use technologies in increasingly creative ways to best meet their customers’ needs.

We’ve been inspired by the new and ingenious ways customers use Cirrus to transform their services, from merging the front and back-office departments through our Microsoft Teams offering to improving accessibility for agents with visual impairments. Our customisable solution has enabled innovation at a time when our customers needed flexibility and adaptability most.

We want to champion these transformations of our technology and, of course, the unsung heroes of customer service, so please visit our stand (CC-AB80) at the ExCel in London on 16th-17th November, where we will be doing exactly that alongside our partner Gamma.

You won’t be able to miss us – we have a big greenscreen on our stand for attendees to have their pictures taken as superheroes! Participants will have the chance of winning a hamper for themselves or a member of their contact centre team.

You’ll also find our clients Premium Credit and Onward Homes speaking at the event. Starting with Paul Barclay who is the Operations Director at Premium Credit, and he will be giving a talk alongside our own Steve Miller, Head of Customer Success on Day 1 at 11:45 about how customer service should be seen as a cross-company priority.

And if you want to hear about how you can upskill your service teams and use digital strategies to deliver the best possible customer service then make sure you listen to the Neil Bergin Faragher’s talk, who is the contact centre manager for Onward Homes on Day 2 at 11:45, who will also be alongside Steve Miller of Cirrus.

Whatever your requirements for improving customer service and employee experience, we look forward to welcoming you at this year’s event.

Written by Jason Roos – CEO at Cirrus