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:

Understanding why your customers are contacting you

Contact centre managers face many challenges in their roles. Complex rosters, unexpected staff turnover, budget restrictions and keeping agents motivated are just a few factors that can cause managers to sometimes contemplate whether they should…

March 14, 2025

What is an omnichannel contact centre?

Traditionally, the term contact centre was synonymous with large offices filled with agents picking…

September 24, 2024

Consistent omnichannel experience

There was a time not so long ago when delivering an omnichannel customer experience was optional…

August 1, 2024

Contact centre vs call centre: what's the difference?

It is understandable that the average person often uses the words ‘contact centre’ and ‘call…

August 7, 2023

Difference between omnichannel vs multichannel in contact centres

Almost a decade ago, Google released research that reinforced just how quickly people were adapting…