Blog

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

Why Marketers Should Care About the IVR

Why Marketers Should Care About the IVR

Imagine this: You call an organisation; a brief moment of static silence before you hear –   “Hell–o” – the muffled, robotic voice begins to read the options.  “Press 1 for Sales, 2 for Support, 3 for Accounts”   The audio skips as the options are listed. You...

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Create a COVID-Safe Contact Centre

Create a COVID-Safe Contact Centre

Workplaces across the world have needed to adjust their policies and processes to ensure they create a COVID–safe environment for employees. The Australian government has provided guidelines for businesses to ensure they are reducing the risk of...

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Coronavirus (COVID-19) – Is your Contact Centre prepared?

Coronavirus (COVID-19) – Is your Contact Centre prepared?

As the cases for coronavirus (COVID-19) increase around the world, many businesses are approaching ipSCAPE to understand how they can enable flexible working arrangements and ensure business continuity for their contact centre, customer service and sales teams. From a...

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The Service Recovery Paradox

The Service Recovery Paradox

"The only thing worse than being talked about is not being talked about." - Oscar Wilde No one likes it when things go wrong. It is inconvenient for customers, puts the brand reputation at risk, and it is sometimes just embarrassing. But what if you could turn a bad...

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Five Tips for a Successful IVR Implementation

Five Tips for a Successful IVR Implementation

We have all experienced the frustration when we call an organisation and are transferred from department to department before we reach the right person. Customers are now more likely to take care of matters themselves before reaching out to a live representative (in...

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