by As people get on with their day-to-day lives, whether that be going to work, dropping the kids off at school or running errands, there are often moments when you need to get in touch with one of you service providers. Making a simple phone call to a contact centre can be frustrating, simply because you […]
4 uses of Artificial Intelligence in the Contact Centre
Firstly, what is AI? Artificial Intelligence is a software that performs, thinks, talks and acts like an agent. It comes in many forms from your IVR processor, to your on-screen chatbot. It goes without saying that AI is playing a huge role in how businesses operate by transforming the way contact centres communicate with their […]
Why moving over to the Cloud is beneficial for your Contact Centre!
First of all, what do we mean by Cloud? The ‘cloud’, essentially is the central point for all outbound and inbound communication that is made through voice, SMS, social media and the web. It can be accessed from literally anywhere from, your home desktop to your mobile phone. It is now the talk of the […]
Where are you on the Customer Experience journey?
Customers have never had so many ways to interact with companies, and although contact via the phone is slowly declining, so long as humans can talk, there will always be a need to handle calls. Customers demand faster, simpler ways to engage with companies and resolve issues. Digital platforms like web and mobile make it […]