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

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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ipSCAPE joins DTA Cloud Marketplace as a Preferred Supplier

ipSCAPE joins DTA Cloud Marketplace as a Preferred Supplier

The Federal Government’s Digital Transformation Agency (DTA) has launched its new Cloud Services Marketplace. DTA’s marketplace provides government agencies with a list of preferred suppliers for cloud consulting and cloud technology services to meet their complex...

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Call Centre vs Contact Centre: Everything You Need to Know

Call Centre vs Contact Centre: Everything You Need to Know

 Although call centres and contact centres are distinctly different, the two terms are often used interchangeably. Call centres use voice as the sole communication channel to service inbound and outbound phone calls. Alternatively, contact centres offer a range of...

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ACMA Changes to Outbound CLI

ACMA Changes to Outbound CLI

New regulatory requirements have been introduced by the Australian Communications and Media Authority (ACMA) which will apply to all voice service providers and carriers. These changes commenced from 1st April, 2021 and are currently in effect. What changes are being...

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10 Best Contact Centre Software Features

10 Best Contact Centre Software Features

When choosing Contact Centre technology solutions for your business, it may be daunting to be faced with lots of acronyms and jargon. In reality, contact centre software is easy to understand when you concentrate on the outcomes and what the technology is actually...

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