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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

A guide to effective call management

We’ve all been there. You’re placed on hold on a phone call, and despite your best efforts, you’re…

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

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

Creating platform independence

In the past, developing and implementing the many layers of contact centre infrastructure was a…

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

Cyber security predictions for 2023

To gain a full appreciation of the need for stringent cyber security in the modern business world,…

February 28, 2025

Caller authentication and identification for contact centres

Contact centres have never been busier, nor more crucial to the success of the organisations they…

February 28, 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

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Why the phone is as an opportunity not an enemy

How AI-powered technology can help transform your contact centre