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...
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...
Contact centre agents play a crucial role as the first point of interaction between customers and your business. These staff members endeavor to deliver the most optimal customer experience and are entrusted to resolve every enquiry. However, they may sometimes have...
In the constant and crucial pursuit of balancing customer satisfaction with efficient operations, many organisations opt for CCaaS (Contact Centre as a Service). This software-based application enables organisations to communicate with their customers. CCaaS solutions...
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...
With the rise of digital channels becoming an increasingly popular way for customers to interact with their brands of choice, web chat has become an indispensable channel to communicate with customers. Live web chat is a powerful channel that enables synchronous...
