Investing in AI to improve CX
When analysing the recent evolution of customer experience (CX), one factor has played a bigger…
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How to leverage automation in your business
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How to use customer feedback (and how to get it)
If you’re a business leader, you might have considered using a consultant or a coach from time to…
Contact centre vs call centre: what's the difference?
It is understandable that the average person often uses the words ‘contact centre’ and ‘call…
Why ‘know your customer’ provisions are essential in the telecommunications industry
In a world where digital adoption is unfolding at a furious pace and consumers are shifting to…
Why boost customer service experience post-COVID world
If there’s one thing COVID-19 has taught organisations across all industries, it’s the importance…
Current state of the contact centre
The world has never moved faster, particularly when it comes to the business environment. In the…
What is ChatGPT?
ChatGPT is a state-of-the-art AI language generator model developed by OpenAI1. This deep learning…
What is contact centre technology?
Contact centres have been around for decades – at least in some form – ever since the inception of…
Why the phone is as an opportunity not an enemy
Although it’s unlikely to be intentional, one of the most common pitfalls for call centres is…