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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?

Workforce 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 planning,...
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) is transforming how businesses communicate, and their contact centres operate. Even if you’re familiar with the term ‘VoIP,’ you may...
Leverage AI to better understand your customer conversations

Leverage AI to better understand your customer conversations

Innovation and technological improvements are advancing the customer experience ecosystem with contact centres and support centres looking for opportunities to improve operational processes and create efficiencies. The emergence of artificial intelligence (AI), data...
ipSCAPE CEO, Fiona Boyd Recognised in the NSW Premier Export Awards

ipSCAPE CEO, Fiona Boyd Recognised in the NSW Premier Export Awards

We are proud to announce that ipSCAPE’s Chief Executive Officer, Fiona Boyd has been recognised in the NSW Premier Export Awards, as a finalist for the NSW Women in International Business Award.   This award is for outstanding achievement in international business by...