AI Call Centre: A Guide to Leveraging AI for the Future

AI Call Centre: A Guide to Leveraging AI for the Future

It’s no secret, Artificial intelligence (AI) is transforming the customer service sector in unprecedented ways, opening new possibilities for organisations to reduce operational costs, while driving business performance. Emerging technology such as Artificial...
What is an Outbound Dialler?

What is an Outbound Dialler?

The Outbound dialler is a technology solution that enables businesses to efficiently connect with their customers. In sales-focused organisations that make a high volume of calls, a dialler is an effective tool that helps to maximise the opportunity of every potential...
What is CX?

What is CX?

 You’ve probably heard of the acronym CX – and you may be aware it stands for ‘customer experience.’ But what exactly does CX encompass? And why is it an important consideration for a contact centre? Firstly, what do we mean by ‘CX’? CX (or customer experience)...
What is Workforce Management?

What is Workforce Management?

a ssWorkforce management refers to a set of processes and procedures that are designed to maximise operational efficiency and employee productivity.   Workforce management strategies include: Accurately forecasting labour requirements Optimising scheduling and...
What is VoIP, and How Does it Work?

What is VoIP, and How Does it Work?

A relatively recent technology that allows phone calls to be made and received via the internet, VoIP (Voice over Internet Protocol) transforms how businesses communicate and their contact centres operate. Even if you’re familiar with the term ‘VoIP,’ you may want to...