March 2023

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 indispensable tool for handling customer queries quickly and efficiently. IVR systems allow for automated call handling, managing high […]

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 there is a data breach. Compliance is defined as adherence to a set of rules and regulations. […]