In modern day business, everything you do is measured in one way or another. We look at staff performance, we measure business growth and analyse workflow functions. How we look into these different business functions is constantly changing due to the introduction of new technology. However contact centre processes have barely changed in the past […]
We live in a world that is intricately inter-connected online; a society in which social media allows consumers to voice their concerns and opinions on a global platform and in real time. With a few words and a hashtag, a movement can sky rocket from obscurity to international news in a day. The question is: […]
ipSCAPE’s latest blog by John Palfreyman looks to uncover the truth. Did you know that digital interaction accounts for over 35% of all engagement with a brand? If growth continues at its current rate it will overtake voice in two years’ time. The omni-channel approach is not just hype, it’s a reality and if brands […]
Do you have a sales and engagement strategy for targeting Gen Y? Does it include a voice or phone element as a key way of engaging them? If so, you may find yourself shouting at a brick wall. Web chat is now Gen Y’s preferred method of speaking to brands. As the first generation to […]
In 2016, cloud technology hit a tipping point in Australia. A bold statement yes, but a true one. At the start of 2016, according to a recent report by Frost & Sullivan, over 95 per cent of Australian businesses were connected to the internet and 70 per cent were using cloud based services. Okay – […]
Like many people, I love shopping. I mean, really love it. Whether I’m browsing the stallsat markets, exercising my credit card at airports, skimming through the on board shopping catalogue on the plane, flicking through the racks at stores or checking out the latest offers on my iPad, I simply love the process of shopping. […]
Enterprise grade Public Cloud is still an emerging technology in India. Whilst the overall cloud market is accelerating – IDC reported that the Indian cloud market grew by 70 percent in 2012, and is expected to exhibit a 50 percent growth rate for the next three more years – there are still challenges to widespread adoption of […]
ipSCAPE is sponsoring Salesforce 1: World Tour. Themed ‘Welcome to the Internet of Customers’, we’d like to invite you to come along. Behind every app, every device, and every connection, is a customer. Billions of them. And each and every one is speeding toward the future. The Salesforce1 Customer Platform was designed to help […]
Here’s something you don’t hear everyday: ANZ says increased call wait times will improve customer satisfaction. Earlier this month it was widely reported that ANZ Bank was changing the focus of its contact centre metrics from simple call answer time to first contact resolution. This subtle but important change is designed to help improve customer […]
I was recently amused (and a little mystified) to read this article in the Guardian, written by futurologist Nicola Millard, discussing her prediction of a new type of business model: the coffice. For those luddites amongst you: that’s when someone works in a coffee shop rather than an office: hence ‘the coffice’. The closing line […]
