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...
The Outbound dialler is a technology solution that enables businesses to efficiently connect with their customers. In sales-focused organisations that make a high volume of calls, a dialler is an effective tool that helps to maximise the opportunity of every potential...
Imagine this – a few weeks ago; you purchased a product online that should have arrived today. Hoping to receive an update on the delivery time, you call the organisation’s business number. You are greeted with a welcome message. You have just encountered an IVR. An...
Customer expectations are higher than ever before. With more and more customers viewing proactive service, personalised interactions and connected experiences across digital channels as the ‘norm’, it is easy to understand why organisations are turning to technology...
CCaaS is a commonly used acronym in the Business-to-Business (B2B) industry. It stands for ‘Contact Center as a Service’ and it refers to software as a service (SaaS) – based applications that enable organisations to manage multichannel customer communications...
Technology Automation has transformed how contact centres operate across every industry; replacing time-consuming manual processes with streamlined, automated workflows provides opportunities to boost efficiency, productivity, and customer service while reducing...