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

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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The Rise of the Omnichannel Contact Centre

The Rise of the Omnichannel Contact Centre

Customer expectations are higher than ever before. With more and more customers viewing proactive service, personalised interactions and connected experiences across digital channels as the ‘norm’, it is easy to understand why organisations are turning to technology...

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What is CCaaS?

What is CCaaS?

CCaaS is a commonly used acronym in the Business-to-Business (B2B) industry. It stands for ‘Contact Center as a Service’ and it refers to software as a service (SaaS) - based applications that enable organisations to manage multichannel customer communications through...

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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) refers...

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How to Record a Phone Call Using Call Recording Software

How to Record a Phone Call Using Call Recording Software

The ability to record phone calls in your call centre or contact centre can be highly beneficial for your business, from ensuring compliance, to improving agent performance and enhancing the customer experience. Call recording software is an essential tool that can be...

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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,...

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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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How to set up click to call through Microsoft Teams

How to set up click to call through Microsoft Teams

In 2022, Microsoft Teams reached 270 million users, up from 145 million in the previous year. With over a million organisations using Microsoft Teams, this Unified Communications solution has become an essential tool for many businesses (Business of Apps, 2022)....

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