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Why a Contact Centre Remains Important in a Digital Age

When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul. A contact centre should not be a phone bank that merely waits for people to phone in...
Customer Experience Management – How Important is Omni-Channel?

Customer Experience Management – How Important is Omni-Channel?

With each new technical innovation, customers are evolving their communication preferences. With email, Web Chat, SMS, and social media as the normal medium, the traditional voice channels can sometimes be less in demand. Traditional contact centres need to adapt to...

Is Web Chat the New Customer Service Standard?

Today’s world is one of instant gratification. We communicate by text and instant messaging. We bank online. We ‘tap and go’ at the supermarket. We’re connected everywhere, all the time, through WiFi and internet data on ever-present mobile phones that have somehow...