Contact centre reports reveal crucial information, is your organisation making the most of them? Data visualisation software helps you turn raw data into meaningful KPIs and determine courses of...
Tips and guides
To create customer paths that are truly multi-channel, brands must be present on all the channels their customers use on a daily basis. Instant messaging, which is increasingly popular...
Despite the development of omnichannel payment methods, customers still expect to be able to make secure payments via telephone. This is not surprising given it remains the most popular...
When customer services can be a differentiator between businesses and there is a strong customer preference to talk about complex queries, is a metric used to set limits on...
When choosing a Contact Centre as a Service (CCaaS) solution, the importance of data security cannot be overstated. ISO 27000 is more than a certificate; it’s a comprehensive data...
Deflection has earned a bad reputation, but it doesn’t have to be that way. When powered by AI, deflection can enhance customer connection instead of pushing people away.
At a time when customer expectations have never been more demanding and customer experience (CX) has never been more important, organisations are looking for ways to provide the customer...
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our...
Contact centre agents are the heart of customer service operations. No matter how technology progresses, there is a greater awareness now of the importance of human connection to customer...
Automated encounters are becoming an ever bigger part of the customer journey in industries such as retail and banking. Efforts to integrate human intelligence into automated systems, through using...