In today’s ‘on-demand’ world, customers expect prompt and efficient service no matter which channel they choose to engage with a business. As contact centres manage high volumes of calls, Interactive Voice Response (IVR) technology has become an...
An Interactive Voice Response (IVR) is a routing tool within a contact centre solution that enables incoming callers to be directed to the correct department or the most appropriate agent based on selecting an option using the keypad. In this blog, we will uncover how...
What is contact centre compliance? Navigating the complex landscape of compliance regulations within the contact centre can be challenging for many organisations, particularly, in contact centres where data can be sensitive and pose a significant compliance risk if...