Discover a wealth of insightful materials meticulously crafted to provide you with a comprehensive understanding of the latest trends.
Contact centre automation offers an opportunity for organisations to gain a competitive advantage by leveraging innovations in customer experience technology to simplify workflows, reduce administration, and improve the accuracy and quality of interactions. Innovations in Customer Experience technology such as Artificial Intelligence (AI), Machine Learning (ML), Robotic Process Automation (RPA) and Natural Language Processing […]
Are you looking to improve customer satisfaction? Drive customer loyalty? Or drive efficiencies across your contact centre operations? Implementing an effective Quality Assurance program will assist your contact centre to achieve both of these objectives and unlock strategies to provide exceptional customer service. A Quality Assurance (QA) program involves continuously measuring the effectiveness of a […]
Does your organisation need technology that enables employee collaboration and communication? Do you require a phone system with remote work access, messaging functionality, and telephony meetings? Is there sufficient support for hybrid working and video conferencing? If so, your organisation needs to consider replacing your legacy communications system with a Unified Communications as a Service […]
Dialler technology has revolutionised the way sales teams and contact centres operate through automating and streamlining the manual task of making outbound phone calls. Today’s dialler technology solutions go far beyond simply dialling a phone number, offering a range of advanced capabilities designed to boost agent productivity, increase efficiencies and maximise sales conversions. In this […]
ipSCAPE is honoured to be recognised as a finalist at the Premier’s NSW Export Awards 2023 for ‘Advanced Technologies’. The prestigious Premier’s NSW Export Awards highlights the success of Australian exporters within the international market. The ‘Advanced Technologies’ category is based on the criteria “For outstanding international success in the field of information technology, digital […]
ipSCAPE is thrilled to announce our CEO, Fiona Boyd, was recognised as the ‘Executive Leader of the Year’ at the 2023 Women in Digital Awards. This prestigious award reflects Fiona’s outstanding commitment to driving digital transformation across Australia and within the Contact Centre as a Service (CCaaS) industry. Noted by the Women in Digital’s […]
The Privacy Act 1988 (Cth) is undergoing a significant reform. Mark Dreyfus, the Attorney-General of Australia, stated, “Australia can no longer afford to have inadequate privacy protections.” The pressing need to overhaul this legislation has stemmed from the increase in cyber-attacks and data breaches affecting millions of Australian citizens. Over half a decade, there has […]
As the central hub of customer interactions, call centres play a prominent role in shaping the customer experience. With this, call centers must harness advanced contact centre technology and leverage innovative features to improve efficiency. Efficiency is the cornerstone of success – Consider the consequences of not investing time to ensure your contact centre […]
Creating a web chat survey may feel daunting, especially if this is a new process. What questions should be included? How many questions should be included? What do I do with the results? A chat survey is a simple yet effective method of capturing data and collecting direct customer feedback. Web chat surveys demonstrate to […]
You’ve just successfully implemented a cloud-based contact centre solution to enhance and streamline your customer service capabilities – what’s next? Configuring your customer’s call journey to create the best experience using the ever-important IVR (Interactive Voice Response) system. An Interactive Voice Response (IVR) system is an automated telephony tool that interacts with a caller, […]
