Blog

CLI Overstamping – What is CLI overstamping? How does it affect your organisation? The Australian Communications and Media Authority (ACMA) is a statutory body aiming to control better Caller Line Identification (CLI) and Caller ID overstamping. This is due to the...

5 Ways Comparison Site Organisations can Optimise their Dialler Strategy Comparison sites allow customers to search, filter and compare products based on price, reviews, ratings, features and other criteria. It is critical comparison site organisations leverage the...

How to Securely Accept Payments over the Phone using Contact Centre Software In today’s digital age, where cyber-attacks are frequent, organisations face increasing pressure to ensure they protect the customer data collected from handling payments over the phone. The...

How Health Insurance Providers can Maintain Compliance whilst still Delivering Positive Customer Experiences In today's world, providing quality customer service is essential for businesses to thrive; by XM Institute highlighted that 89% of companies with...

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...

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....

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...

In today's 'on-demand' world, customers expect prompt and efficient service no matter which channel they choose to engage with a business. As contact centres manage high volumes of calls, Interactive Voice Response (IVR) technology has become an indispensable tool for...

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...

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...

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...

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...