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…
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How to overcome the customer authentication challenge
There is a lot to like about the digital age. Busy families can buy groceries without leaving the…
How to overcome recruitment challenges with automation
Organisations globally are struggling to recruit quality talent in one of the most challenging…
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…
Introducing the Oration Chatbot
The rise of chatbots during the past decade has been nothing short of amazing. From technically…
The generative AI challenge for contact centres
About two decades ago I had a front-row seat for the birth of a cutting-edge technology that was…
Conversational AI - build vs buy
The past few years has seen a significant shift in expectations for customers when reaching out to…
How to leverage automation in your business
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Contact centre vs call centre: what's the difference?
It is understandable that the average person often uses the words ‘contact centre’ and ‘call…
Why ‘know your customer’ provisions are essential in the telecommunications industry
In a world where digital adoption is unfolding at a furious pace and consumers are shifting to…