Yes, that’s correct… unicorns.
Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents; the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email writer, snappy Tweeter, capable call agent and vibrant video agent – all at the same time. You’d be correct in thinking they’re not just rare; they’re fictitious. And I’m afraid we’d have to agree.
Omnichannel has been a buzzword for a few years now, but in asking agents to do it all, we’re asking for the impossible – omniagents. We’re seeking unicorns. The reality is that contact centres need to evolve into customer experience hubs where no one agent is expected to do it all. Instead, specialised agents work together sharing data and insights, often remotely, to provide a more personalised 24-7 customer experience.
Here are our top five tips to ensure you’re not relying on a mythical workforce to deliver your omnichannel strategy:
1. Know your customers
2. Know your business
3. Know your agents
4. Be flexible
5. See the big picture
SNOW.
We’ve been banging the drum for our healthcare campaign that explores how cloud communications is helping GPs and clinicians to work remotely, whilst joining up primary care providers to deliver integrated care. Based on our research with UK doctors, as well as input from GPs, our clients and experts from across the NHS (including NHS England), the campaign included:
You can download your copy for free at 
Tune into 
We’ve spent the best part of 14 years working with teams across the NHS to explore how cloud technology can transform ways of working and ultimately provide a better patient journey. As part of this work, last Wednesday we were very fortunate to be joined by a number of senior NHS figures to discuss how the cloud could help alleviate current pressures and be a catalyst for real and lasting change. You can tune into the roundtable discussion hosted by former London Tonight report Emma Walden with NHS Director of Digital Development 
With 1 in 200* people in the UK either homeless or living in inadequate homes, these bitterly cold days and nights are having an equally bitter impact. It’s something that’s been front of our minds in our eighth year supporting the BBC Radio 4 Christmas Appeal with St Martin-in-the-Fields. The Appeal’s set up to help thousands of homeless people or those in danger of losing their homes. Every year we provide “the magic behind the scenes” as Tim Bissett, Director of St Martin-in-the-Fields puts it, running the virtual contact centre that people call to make a donation via one of the many celebrity and volunteer call handlers. This year, our team wanted to take our support even further, so we headed into London to help get even more calls answered. Here’s our MD Lee Bryant, Head of Marketing and Strategy Oli White and our Support Managers James Hookins and Craig Owens, helping some of the many thousands of people across the UK who phoned in to make a donation.
We’re so very proud to find that some 20% more calls were received and answered on Sunday (3rd December 2017) than last year’s Appeal, and the calls were answered quicker than ever before, with callers waiting half the time of previous years. Our focus is always on making vital connections – a lost call is a lost donation – and this year Sesui Cloud Call Manager helped reduce call abandonment by a third.
If you can spare some money this Christmas, then please do call 0800 082 82 84 (calls are free from landlines or mobiles) to help people leave behind life on the streets and get the support needed to turn their lives around. 
he BBC Radio 4 Christmas Appeal with 
Mr Bissett added: “For eight years Sesui has provided the magic behind the scenes making sure every call gets through. We’re a small team, and on top of our many online and postal donations, we’ll handle over 3,500 calls in just a number of days. The only possible way to manage all of this goodwill is through the cloud. Sesui’s virtual contact centre allows us to take up our posts, wherever we need to – be that London, Cornwall or Scotland – in order to get those calls answered.” 
Sesui, British innovator of award winning call management software, has welcomed Oli White as Head of Marketing and Strategy. The appointment will support Sesui’s growth and business development amidst the rapidly growing demand for cloud communications solutions in the public and private sectors.