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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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Top 4 CX trends to invest in this year

Investing in customer experience (CX) initiatives should be part of any business strategy, but there are times when choosing where to spend one’s money is particularly crucial. That is the case in 2023, with economic uncertainty sweeping the globe…

March 23, 2025

Choosing the right chatbot use case for your business

It’s hard to believe there was a time when consumers were wary of chatbots. The concept of…

March 18, 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

How average hold times affects customer experience

How long are you willing to wait on hold for? Five minutes? 30 minutes? More than an hour? We are…

March 14, 2025

Call deflection: what is it and why is it important?

As customer expectations continue to rise, businesses are under mounting pressure to deliver fast,…

March 14, 2025

5 tips for dealing with peak demand in contact centres

Managing a contact centre is a challenge at the best of times, let alone when confronted with a…

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

What is contact centre workforce optimisation?

It’s no secret that we are living in a customer-driven world. Contact centres face growing pressure…

March 14, 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 IVR deflection can improve the customer experience

On the surface, the idea of IVR deflection sounds like it carries negative connotations. Before we…

December 6, 2024

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Why the phone is as an opportunity not an enemy

How AI-powered technology can help transform your contact centre