Discover a wealth of insightful materials meticulously crafted to provide you with a comprehensive understanding of the latest trends.
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 […]
Technology Automation has transformed how contact centres operate across every industry; replacing time-consuming manual processes with streamlined, automated workflows provides opportunities to boost efficiency, productivity, and customer service while reducing operational costs. Sales teams and outbound contact centres can leverage the power of automation by embracing the power of dialler technology. What was once […]
You’ve probably heard of the acronym CX – and you may be aware it stands for ‘customer experience.’ But what exactly does CX encompass? And why is it an important consideration for a contact centre? Firstly, what do we mean by ‘CX’? CX (or customer experience) refers to a customer’s experience with a business over […]
The ability to record phone calls in your call centre or contact centre can be highly beneficial for your business, from ensuring compliance, to improving agent performance and enhancing the customer experience. Call recording software is an essential tool that can be used to record, store, search and access recordings when required. How to use […]
Workforce management refers to a set of processes and procedures that are designed to maximise operational efficiency and employee productivity. Workforce management strategies include: Accurately forecasting labour requirements Optimising scheduling and planning Managing labour costs Enhancing overall customer service Why is workforce management important for a contact centre? When applied to a contact centre, […]
A relatively recent technology that allows phone calls to be made and received via the internet, VoIP (Voice over Internet Protocol) transforms how businesses communicate and their contact centres operate. Even if you’re familiar with the term ‘VoIP,’ you may want to know more about how VoIP technology works, the differences between VoIP software and […]
In 2022, Microsoft Teams reached 270 million users, up from 145 million in the previous year. With over a million organisations using Microsoft Teams, this Unified Communications solution has become an essential tool for many businesses (Business of Apps, 2022). Microsoft Teams allows businesses to optimise their communications and make it easier for employees to […]
At the recent Inspire conference, Microsoft announced the launch of their ‘Digital Contact Centre’ which highlighted products and services powered by Azure that can be used to elevate the customer experience. The great news? ipSCAPE is the easiest way for you to deploy a Microsoft Digital Contact Centre. The ipSCAPE Cloud Customer Communication platform […]
