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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 deflecting callers who have legitimate reasons for making contact via phone. So, when designing your IVR, it’s important to be sure that what you’re…

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Six conversational AI use cases

There has never been more pressure on businesses to deliver fast and efficient customer service. For proof, look at any number of studies that have found modern customers not only want rapid responses when they reach out to organisations but demand…

May 8, 2025

Assistive technologies: the importance of balancing innovation with customer trust

When a healthcare provider implements an AI-powered diagnostic assistant, or a financial…

March 26, 2025

Empowering CX: drive value through the power of AI

When we think of artificial intelligence (AI) or analytics, a lot of the time we’re met with the…

March 14, 2025

Understanding why your customers are contacting you

Contact centre managers face many challenges in their roles. Complex rosters, unexpected staff…

March 14, 2025

The complete guide to virtual agents

Can you really build a bot in a day? Absolutely. AI is revolutionising how we interact with…

January 19, 2025

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…

December 6, 2024

How to get started with conversational AI

In today's fast-paced digital landscape, businesses are navigating a complex web of customer…

November 11, 2024

Minimising AI risk: a step-by-step guide

In the race to adopt artificial intelligence (AI), businesses often overlook a critical factor:…

October 29, 2024

What is intelligent call routing and how does it work?

Traditional call routing systems that use DTMF menu options rely on your callers to make their best…

October 17, 2024

How to use AI safely in business

“By far, the greatest danger of artificial intelligence (AI) is that people conclude too early that…

October 15, 2024

Blog

Why the phone is as an opportunity not an enemy

How AI-powered technology can help transform your contact centre