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How to Determine if Your Contact Centre Should Join the Cloud

In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible...

What is Digital Transformation?

We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about...

Leveraging the AWS AI Stack

Artificial Intelligence (AI) is a term we are hearing more and more these days. Whether you believe it will ‘take our jobs’ or not (I personally...

4 Ways to Optimise Self-Service in a Contact Centre

 

There is a good reason why self-service is popular with Contact Centres; cost. The average salary for a Customer Services agent in the UK is...

6 Best Uses for Chatbots in a Contact Centre

The idea of using customer-facing chatbots can be intimidating. If you believe the negative press they are here to steal contact centre jobs. In...

3 Steps to Deliver Contact Centre Transformation

The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By...

How the Internet of Things Will Change the Contact Centre

"Alexa, play some relaxing music."

Conversations with IoT devices are becoming the norm in most homes. Many of us are coming to rely on them more...

5 Reasons Why Voice Biometrics Is A Game Changer

Read my lips – voice biometrics is the future.

Security is always a top priority for business, whether it’s a contact centre protecting customers’...

5 Alternatives to 'Your Call Is Important To Us'

Does anyone really believe queue messages which repeat ‘your call is important to us…’?

We have all heard it, in between short snatches of...

The Evolution of the Contact Centre

Contact centre technology is not a new innovation. Although some methods and working practices have changed very little, there has been a great...

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