Blog

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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How to handle surges in contact centre demand

It is every contact centre manager’s worst nightmare. A major weather event caused untold damage to infrastructure, with more than 200,000 customers losing service all at once. And we all know what happens next – a huge surge of contacts causing a…

October 11, 2024

Blog

Why the phone is as an opportunity not an enemy

How to handle surges in contact centre demand

How AI-powered technology can help transform your contact centre