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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...

Businesses are constantly balancing how to deliver fast yet personalised customer experiences while maintaining productivity targets.  Whether your business uses contact centre technology to seamlessly manage customer enquiries or leverages powerful outbound diallers...

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 increasing number of scams, causing financial stress and emotional strain on thousands...

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 best dialler software to reach more customers and gain revenue efficiently....

In today’s digital age, where cyber-attacks and data breaches are frequent, organisations face increasing pressure to ensure they protect the customer data collected from handling payments over the phone. The Payments Card Industry Data Security Standard (PCI DSS) is...

In today's world, providing quality customer service is essential for businesses to thrive; by XM Institute highlighted that 89% of companies with "significantly above average" customer experiences outperform their competitors financially. Providing high-quality...

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 attempting to interact with your brand by calling...

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. Applications like cloud contact centre technology...

How many calls does your contact centre receive every week? How many of these calls were first time callers who had their enquiry resolved? How do your customers feel about their experience? How productive are your agents? These questions are all solved through...

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...

Call centres play a crucial role in the customer experience journey. One of the primary challenges of making sure the customer experience is smooth is getting the customer to the right person. Technology has evolved dramatically with a breadth of options from the push...

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...