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What does IVR containment rate mean? How can you improve it?
What is IVR containment rate? IVR containment rate refers to the percentage of customer calls that…
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6 benefits of using sentiment analysis in a contact centre
Think about a time (most likely at work) when you've received an email from someone discussing…
What is self-service IVR?
The bar is high for today’s contact centres. Customers always want to feel that they are in control…
The latest IVR trend: IVA
With contact centres playing such a vital role in the growth of businesses, it's not surprising…
Resourcing to thrive in digital
In the wake of the COVID-19 pandemic, as the volume of digital customer interactions with brands…
Automated inbound calls using self-service
The past two years have been a period of unbridled change for the contact centre industry. Like so…
What are knowledge management systems?
Knowledge is power; it’s a strong statement but it is true that having and sharing knowledge is a…
Everything you need to know about CTI
What Computer Telephony Integration (CTI) means and how it can benefit your call centre Digital…
NPS Score vs CSAT: Which measure is right for your business?
What happens when a customer has a bad experience with your brand? One-in-three of them will walk…