Demystifying Artificial Intelligence in the Contact Centre

Demystifying Artificial Intelligence in the Contact Centre

There are many definitions of Artificial Intelligence (AI). It is the simulation of human behaviour and intelligence by machines, predominantly by computer systems. AI is increasingly being used in several industries and fields and is especially prominent in contact...
Customer Experience – don’t delight, be effortless

Customer Experience – don’t delight, be effortless

In October, the ipSCAPE team headed to Melbourne to participate in the 2nd Annual Contact Centre Summit, organised by Akolade. We joined as a sponsor this year, and our involvement included not only a physical presence, but also a couple of speaking slots: we hosted a...