How contact centres are embracing digital knowledge-based authentication
When it comes to contact centre metrics, few hold as much sway as average handle time (AHT). It has…
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De-risk your contact centre platform shift
Picture this: your contact centre has been running smoothly on a legacy platform for years. The…
Complete guide to knowledge management solutions
Sir Francis Bacon was on to something when, in 1597, he put quill to paper and wrote the words:…
How to bring empathy back into the conversation
We all know speed is crucial in the contact centre world. Ask most people what they want most when…
The era of choice - 5 ways self-service can solidify omnichannel CX
Not so long ago, the concept of self-service was a tough sell for businesses. From scanning one’s…
How to migrate your contact centre
In an increasingly competitive environment, businesses must build leaner and more agile operations…
The difference between outbound and inbound contact centres
Customers today have so much more choice when it comes to how they engage with brands – with SMS,…
What is customer self-service? Why is it worth the investment?
It’s fair to say that most people value their independence – we feel so much more empowered and…
How to overcome the customer authentication challenge
There is a lot to like about the digital age. Busy families can buy groceries without leaving the…
Consistent omnichannel experience
There was a time not so long ago when delivering an omnichannel customer experience was optional…