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…

Browse by:

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 all familiar with the hold time ‘jingle’ that at some point we find ourselves humming along to. Not to mention the mini heart attack felt when the…

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

Understanding why your customers are contacting you

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

March 14, 2025

IVA vs IVR: What is the difference?

Excellent customer service is what gives businesses a competitive edge. In fact, PWC1 surveyed…

December 12, 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

IVR design best practices

A guide to IVR design best practices and how they deliver great customer experiences With the…

December 6, 2024

The era of choice - 5 ways self-service can solidify omnichannel CX

Not so long ago, the concept of self-service was a tough sell for businesses. From scanning one’s…

August 12, 2024

What is customer self-service? Why is it worth the investment?

It’s fair to say that most people value their independence – we feel so much more empowered and…

August 1, 2024

How a dynamic IVR powered by AI can transform the customer experience

We know that consumers are increasingly choosing to interact with customer services in different…

June 7, 2024

What is contact centre technology?

Contact centres have been around for decades – at least in some form – ever since the inception of…

August 7, 2023

Blog

Why the phone is as an opportunity not an enemy

How AI-powered technology can help transform your contact centre