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12 October 2016 Australian cloud contact centre pioneer ipSCAPE has been selected as the recipient of the 2016 Frost & Sullivan Australia Cloud Contact Centre Vendor of the Year award. The award, which will be presented to ipSCAPE at an awards ceremony in Sydney on 8 December 2016, recognises ipSCAPE as the best performing cloud […]

Donald Trump’s tweets throughout the recent Republican National Convention once again brought the issue of social media etiquette sharply into focus. More than 18 million people on Facebook, 10.2 million on Twitter and millions more on YouTube, Instagram and Snapchat¹ were glued to their smartphones as the Presidential nominee fired off a withering three-day social […]

Ensuring customer loyalty is all about process. Create a seamless experience for your customers from first engagement, through the sales process and into after-care, and your business will reap the benefits of a loyal and satisfied customer base. One of the best ways to do this is through contact centres. An often under played and […]

The first realisation I had after joining ipSCAPE was that this is a company that actually cares for its customers. In the harsh, unfeeling automation of the software industry and digital world, ipSCAPE was immediately noticeable in their customer-focused approach – not only in the way they interact with their own customers, but in the […]

During the coming years the next corporate high-flyer is just as likely to be found in suburban Sydney, as they are on Wall Street. Australia’s move to a faster national broadband service is helping to create the so-called Silicon Suburbs, geographically-diverse businesses whose operations are predominantly run out of homes or even regional and remote […]

Are you sick of being told that the modern business environment is turbulent? This doesn’t make running a business easy, so having a business plan with resources that can scale up and down is crucial to success, no matter what your size. The ability to scale quickly is being driven by a number of factors, […]

It is a fact of business that any company, no matter how well organised, will occasionally experience a service failure. This failure, whether big or small, can make or break relationships with customers. However, if service failures are recovered correctly, they can actually lead to an increased customer loyalty and trust. The Service Recovery Paradox […]