Contact centre vs call centre: what's the difference?
It is understandable that the average person often uses the words ‘contact centre’ and ‘call…
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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…
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…
6 benefits of using sentiment analysis in a contact centre
Think about a time (most likely at work) when you've received an email from someone discussing…
Customer identification in contact centres
Here’s the scenario. You phone up to a customer service help desk and are greeted by an automatic…
Resourcing to thrive in digital
In the wake of the COVID-19 pandemic, as the volume of digital customer interactions with brands…
Automated inbound calls using self-service
The past two years have been a period of unbridled change for the contact centre industry. Like so…
NPS Score vs CSAT: Which measure is right for your business?
What happens when a customer has a bad experience with your brand? One-in-three of them will walk…