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  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 Outdated contact centre technology and a […]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 organisations 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 […]

In today’s digital age, businesses constantly strive to enhance customer service and engagement strategies. Contact centres are crucial in this endeavour, serving as the primary point of contact for customers seeking assistance or information. Customers today are tired of encountering fragmented and impersonal customer service experiences. A Zendesk report revealed, “73% of customers want the […]

Businesses are constantly balancing how to deliver fast yet personalised customer experiences while maintaining productivity targets.  Whether your business uses contact centre technology to seamlessly manage customer enquiries or leverages powerful outbound diallers to engage with customers proactively, there are many ways to improve the performance of your contact centre operations. This blog explores the […]

  The Australian Communications and Media Authority (ACMA) is a statutory body aiming to control better Caller Line Identification (CLI) and Caller ID overstamping. This is due to the increasing number of scams, causing financial stress and emotional strain on thousands of Australians. ACMA defines CLI overstamping as allowing “the person calling you to display […]

  Comparison sites allow customers to search, filter and compare products based on price, reviews, ratings, features and other criteria. It is critical comparison site organisations leverage the best dialler software to reach more customers and gain revenue efficiently. In this blog, we will explore how comparison site organisations can optimise their dialler strategy to […]

In today’s digital age, where cyber-attacks and data breaches are frequent, organisations face increasing pressure to ensure they protect the customer data collected from handling payments over the phone. The Payments Card Industry Data Security Standard (PCI DSS) is a global standard that mandates how organisations must take payments over the phone. Failure to comply […]

In today’s world, providing quality customer service is essential for businesses to thrive; by XM Institute highlighted that 89% of companies with “significantly above average” customer experiences outperform their competitors financially. Providing high-quality customer service is particularly significant for health insurance providers, who are responsible for providing customers with policies for medical expenses that Medicare […]