Understanding why your customers are contacting you
Contact centre managers face many challenges in their roles. Complex rosters, unexpected staff…
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What is contact centre workforce optimisation?
It’s no secret that we are living in a customer-driven world. Contact centres face growing pressure…
Cyber security predictions for 2023
To gain a full appreciation of the need for stringent cyber security in the modern business world,…
Caller authentication and identification for contact centres
Contact centres have never been busier, nor more crucial to the success of the organisations they…
How to improve average handling times?
From the moment your agents pick up a call, the clock starts ticking for your contact centre’s…
The complete guide to virtual agents
Can you really build a bot in a day? Absolutely. AI is revolutionising how we interact with…
IVA vs IVR: What is the difference?
Excellent customer service is what gives businesses a competitive edge. In fact, PWC1 surveyed…
How to build a brand new call centre from scratch
There are a lot of organisations out there that don’t think they need a call centre, but the truth…
How IVR deflection can improve the customer experience
On the surface, the idea of IVR deflection sounds like it carries negative connotations. Before we…
IVR design best practices
A guide to IVR design best practices and how they deliver great customer experiences With the…