Blog

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

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...

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Critical Considerations for Elevating Customer Satisfaction

Critical Considerations for Elevating Customer Satisfaction

Author: Erik Meijer ipSCAPE Non-Executive DirectorClick here for the Indonesian language version It’s a well understood fact by customer driven businesses that customers are demanding more flexibility than ever before. They want businesses to meet them where they are,...

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5 Contact Centre Metrics you can’t ignore

5 Contact Centre Metrics you can’t ignore

Contact Centres are dynamic and high energy environments, requiring a contact centre leader to have clear KPIs to provide visibility on the performance of your team. The challenge for establishing KPIs for your contact centre is understanding what action you will take...

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Make the most of your CRM with Contact Centre Software

Make the most of your CRM with Contact Centre Software

CRM vs Contact Centre Software   Companies need the right tools and technologies to provide exceptional customer service that sets them apart from their competitors. Contact centre technology is a crucial tool for facilitating customer engagements and improving...

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