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Keep up-to-date with the latest contact centre industry trends.

How to Utilise Schedules in your Contact Centre

How to Utilise Schedules in your Contact Centre

How to Utilise Schedules in your Contact Centre Envision this – Labour Day in New South Wales, a public holiday celebrated across different dates in Australia. Your organisation’s customer service representatives are based in NSW, and customers in other States are...

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Drive Sales Using Powerful Cloud Communication Technology

Drive Sales Using Powerful Cloud Communication Technology

Drive Sales Using Powerful Communication Technology Cloud communication technology has transformed the landscape of how organisations can drive sales. In an ever-connected world, organisations can communicate with their customers at scale and faster than ever before....

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Key Metrics Contact Centre Managers Must Be Aware Of

Key Metrics Contact Centre Managers Must Be Aware Of

Key Metrics Contact Centre Managers Must Be Aware Of Contact centre managers play the critical role of overseeing the operation of their organisation’s contact centre. As this role entails the vital responsibilities of monitoring agent performance and assessing key...

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What is Contact Centre Interactive Voice Response (IVR)?

What is Contact Centre Interactive Voice Response (IVR)?

What is Contact Centre Interactive Voice Response (IVR)?  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...

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How to Achieve Compliance Through Contact Centre Technology

How to Achieve Compliance Through Contact Centre Technology

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...

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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...

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What is an IVR?

What is an IVR?

What is an IVR? Imagine this – a few weeks ago; you purchased a product online that should have arrived today. Hoping to receive an update on the delivery time, you call the organisation’s business number. You are greeted with a welcome message. You have just...

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