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

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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Demystifying Artificial Intelligence in the Contact Centre

Demystifying Artificial Intelligence in the Contact Centre

There are many definitions of Artificial Intelligence (AI). It is the simulation of human behaviour and intelligence by machines, predominantly by computer systems. AI is increasingly being used in several industries and fields and is especially prominent in contact...

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