Imagine you’ve finally finished packing your bags for that big overseas holidays. After months of planning, saving and researching, you’re finally ready to get on that plane and spend three weeks in paradise. That is until you get to the airport to find your flight has been delayed. Or even worse, cancelled. None of which […]
Achieving Scalability Through Cloud-Based Services
It is important for businesses to be able to scale services quickly in times of high demand and to meet customer need. The ability to do so is crucial to business success, no matter what your size. Telstra is a prime example of a business that has recognised the importance of this and has opted […]
The Huddle: Brisbane Breakfast Event
We recently hosted our first industry breakfast in Brisbane, with special guest Luke Traini, CEO of RSL Queensland.
Will Australian Call Centres Be Taken Over By Robots?
Recent advancements in artificial intelligence (AI) are predicted to have a colossal impact on the contact centre sector.
How Gamification Can Improve Productivity
It’s no secret that we are creatures motivated by reward. Whether that reward is stars on a chart during primary school, or even just recognition when we let another person into our lane in crowded traffic, the fact remains that we are far more interested in positive reinforcement than negative. So why have we lost […]
Aussie seniors delivering silver (haired) service
If you’ve contacted a company via the telephone in the past few years, there is an increasing likelihood that you’d be speaking to an older Australian on the other end of the line. While the total number of contact centre jobs has contracted during the past decade, the number of older Australians working in contact […]
ipSCAPE receives 2016 Frost & Sullivan Australia Cloud Contact Centre Vendor of the Year Award
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 provider in […]
IPscape: AU Cloud Contact Centre Vendor Award Winner
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 […]
Avoid Social Faux Pas: Emoticons in Messaging
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 […]
Contact Centres: The Customer Service Powerhouse
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 […]