There are many definitions of Artificial Intelligence (AI). It is the simulation of human behaviour and intelligence by machines, predominantly by computer systems. AI is increasingly being used in several industries and fields and is especially prominent in contact centres. The widespread use of AI is highlighted in Gartner’s 2018 Hype Cycle for emerging trends, […]
In October, the ipSCAPE team headed to Melbourne to participate in the 2nd Annual Contact Centre Summit, organised by Akolade. We joined as a sponsor this year, and our involvement included not only a physical presence, but also a couple of speaking slots: we hosted a round table on the value of Speech Analytics and appeared […]
As a business leader, you understand the importance that satisfied customers are to your business. Satisfied customers will not only spend more, they will purchase more often, will generate positive word-of-mouth and referral sales, and will have a decreased barrier to purchasing. Additionally, there are internal benefits of happy and engaged employees. What methods can […]
How satisfied are your customers? When your customers call you, what level of service are they experiencing? Did you know that linking your call centre and your Customer Relationship Management (CRM) system can not only improve customer service levels, it can create cost savings for your business?
Cloud contact centres can offer significant financial benefits, such as a usage-based pricing model and lower costs. Read the five steps to successfully move your contact centre to the cloud here!
Driving efficiency in your outbound contact centre is a constant challenge – where a 5% difference in performance can materially affect the bottom line. If you run an outbound contact centre, then these simple tips can help you stop making outbound contact centre bunders that are costing you customers and revenue.
When running a call centre, there are many tools in place that can assist in making your centre more efficient and maintaining your customer service levels. Find out why we recommend you to implement a Workforce Management tool.
The process of call routing in call centres is where an incoming call is directed to a specified call centre agent and the respective queue they are placed into. When done correctly, inbound call routing can improve customer service and increase sales.
We regularly see news articles describing the pressure businesses are under to reduce costs and grow revenue. However, these commentaries rarely offer solutions to the challenge, leaving the audience scratching their heads wondering: where to from here? In Asia, the need to address costs continues to be one of the highest concerns of any business. […]
It’s no secret that Gen-Y is not like any generation before them. They have grown up as digital natives with technology and social platforms a key part of their lives. The challenge this presents for companies is how do you develop a personal relationship with them when they don’t want to speak to you or […]
