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...
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...
