Contact centre agents play a crucial role as the first point of interaction between customers and your business. These staff members endeavor to deliver the most optimal customer experience and are entrusted to resolve every enquiry. However, they may sometimes have the answers despite being on the frontline. Outdated contact centre technology and a […]
In the constant and crucial pursuit of balancing customer satisfaction with efficient operations, many organisations opt for CCaaS (Contact Centre as a Service). This software-based application enables organisations to communicate with their customers. CCaaS solutions offer organizations a wide range of opportunities to enhance their CX by making the customer journey more frictionless. From […]
In 2016, the Australian Securities Investment Commission (ASIC) established ‘Class Order [14/923]’, which imposes record-keeping obligations when providing financial advice to retail clients. Any person with an Australian Financial Services (AFS) license must adhere to this legislation. The Class Order [14/923] mandates all records must be stored for seven years, beginning from the date […]
With the rise of digital channels becoming an increasingly popular way for customers to interact with their brands of choice, web chat has become an indispensable channel to communicate with customers. Live web chat is a powerful channel that enables synchronous communication through a web-based solution, facilitating conversations between customers and agents. Web chat […]
