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...

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...

When children are told something they don’t want to hear, their instinctive reaction is to cover their ears and drown out the words with “la la la”. Although this may seem comical, this is what many organisations are doing with their customer service. Currently,...

*knock knock* No one is knocking now that government restrictions are in place as a response to COVID-19. Door to door fundraising is vital for some organisations and with these restrictions, it is important for organisations who rely on the support of the community...

COVID-19 is having drastic repercussions to the Australian economy but more importantly, the safety and well being of the most vulnerable community members is at stake. With this in mind, it is important to consider the role technology can play to ensure we all do our...

COVID-19 is having drastic repercussions to the Australian economy but more importantly, the safety and well being of the most vulnerable community members is at stake. With this in mind, it is important to consider the role technology can play to ensure we all do our...

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...

What is a Cloud Contact Centre? A Cloud Contact Centre is a scalable, internet accessible, customer experience tool that utilises cloud technology to power communications through voice, web chat and email without any hardware. ...

When children are told something they don’t want to hear, their instinctive reaction is to cover their ears and drown out the words with “la la la”. Although this may seem comical, this is what many organisations are doing with their customer service. Currently,...

"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...

Dialler technology is about maximising the amount of time agents spend speaking to customers, and can improve your contact rates resulting in increased sales. If you have a customer database and need to reach a list of contacts and optimise the time your agents are on...

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...