Blog

  Envision this – Labour Day in New South Wales, a public holiday celebrated across different dates in Australia. Your organisation’s customer service representatives are based in NSW, and customers in other States are attempting to interact with your brand by calling in and sending messages through Web Chat. Since it is a public holiday, […]

Cloud communication technology has transformed the landscape of how organisations can drive sales. In an ever-connected world, organisations can communicate with their customers at scale and faster than ever before. Applications like cloud contact centre technology help sales-focused organisations proactively engage with their customer base. This supports your organisation in building solid relationships, improving brand […]

How many calls does your contact centre receive every week? How many of these calls were first time callers who had their enquiry resolved? How do your customers feel about their experience? How productive are your agents? These questions are all solved through capturing and evaluating contact centre metrics. Those who oversee the operations of […]

In today’s ‘on-demand’ world, customers expect prompt and efficient service no matter which channel they choose to engage with a business. As contact centres manage high volumes of calls, Interactive Voice Response (IVR) technology has become an indispensable tool for handling customer queries quickly and efficiently. IVR systems allow for automated call handling, managing high […]

What is contact centre compliance? Navigating the complex landscape of compliance regulations within the contact centre can be challenging for many organisations, particularly, in contact centres where data can be sensitive and pose a significant compliance risk if there is a data breach. Compliance is defined as adherence to a set of rules and regulations. […]

The Outbound dialler is a technology solution that enables businesses to efficiently connect with their customers. In sales-focused organisations that make a high volume of calls, a dialler is an effective tool that helps to maximise the opportunity of every potential sale. In-built features such as advanced answering machine detection ensures that agents are only […]

Imagine this – a few weeks ago; you purchased a product online that should have arrived today. Hoping to receive an update on the delivery time, you call the organisation’s business number. You are greeted with a welcome message. You have just encountered an IVR.  An IVR (Interactive Voice Response) is an automated phone system […]

  Customer expectations are higher than ever before. With more and more customers viewing proactive service, personalised interactions and connected experiences across digital channels as the ‘norm’, it is easy to understand why organisations are turning to technology to help them respond to this growing trend. In particular, businesses are adopting omni-channel contact centre solutions […]

Customer service has moved beyond traditional phone support, driven by technological advancements that have raised customer expectations to new heights. To meet these customer expectations, businesses need to provide seamless, personalised, and efficient support across multiple communication channels. This is where CCaaS (Contact Centre as a Service) comes in. By offering advanced call centre software […]