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Why the phone is as an opportunity not an enemy

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

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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

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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

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Understanding why your customers are contacting you

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

March 14, 2025

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What is NLP and how does it work?

To a modern digitally savvy customer, traditional DTMF IVR solutions can seem outdated and…

September 12, 2024

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Customer identification in contact centres

Here’s the scenario. You phone up to a customer service help desk and are greeted by an automatic…

August 7, 2023