When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul. A contact centre should not be a phone bank that merely waits for people to phone in with a complaint, it should […]
Importance of Omni-channel in Customer Experience Management
With each new technical innovation, customers are evolving their communication preferences. With email, Web Chat, SMS, and social media as the normal medium, the traditional voice channels can sometimes be less in demand. Traditional contact centres need to adapt to meet the needs of the ever-changing environment by expanding their available options to embrace omni-channel […]
Is Web Chat the New Customer Service Standard?
Today’s world is one of instant gratification. We communicate by text and instant messaging. We bank online. We ‘tap and go’ at the supermarket. We’re connected everywhere, all the time, through WiFi and internet data on ever-present mobile phones that have somehow welded themselves to the human body. Considering the nature of our digital culture […]
Is Your Business a Leaky Bucket?
A business can be like a leaky bucket. Marketing teams work constantly to pour new customers in the top, spending time and money on campaigns, but if there are holes, customers are always going to leave and need to be replaced. Of course, this is not the functioning of an ideal business model; ideally, new […]
Common Business Analytics Mistakes | IPscape
As the use of statistics becomes more commonplace, clued up organisations are using analytics to make informed decisions to improve business efficiency. Here is a round-up of five common mistakes made when implementing Business Analytics and how they can be avoided
How Proactive Customer Service can increase customer loyalty | IPscape
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 […]