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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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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

Assistive technologies: the importance of balancing innovation with customer trust

When a healthcare provider implements an AI-powered diagnostic assistant, or a financial…

March 26, 2025

Top 4 CX trends to invest in this year

Investing in customer experience (CX) initiatives should be part of any business strategy, but…

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

Empowering CX: drive value through the power of AI

When we think of artificial intelligence (AI) or analytics, a lot of the time we’re met with the…

March 14, 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

5 tips for dealing with peak demand in contact centres

Managing a contact centre is a challenge at the best of times, let alone when confronted with a…

March 14, 2025

Blog

Why the phone is as an opportunity not an enemy

How AI-powered technology can help transform your contact centre