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Live Web Chat Surveys: How to Create the Perfect Survey

Live Web Chat Surveys: How to Create the Perfect Survey

Creating a web chat survey may feel daunting, especially if this is a new process. What questions should be included? How many questions should be included? What do I do with the results? A chat survey is a simple yet effective method of capturing data and collecting...

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The Best Practices for Configuring an IVR System

The Best Practices for Configuring an IVR System

You've just successfully implemented a cloud-based contact centre solution to enhance and streamline your customer service capabilities - what's next? Configuring your customer's call journey to create the best experience using the ever-important IVR (Interactive...

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Call Recording Compliance: What You Need To Know

Call Recording Compliance: What You Need To Know

In 2016, the Australian Securities Investment Commission (ASIC) established ‘Class Order [14/923]’, which imposes record-keeping obligations when providing financial advice to retail clients. Any person with an Australian Financial Services (AFS) license must adhere...

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Omnichannel Contact Centre: Myths & Reality?

Omnichannel Contact Centre: Myths & Reality?

In today's digital age, businesses constantly strive to enhance customer service and engagement strategies. Contact centres are crucial in this endeavour, serving as the primary point of contact for customers seeking assistance or information. Customers today are...

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