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  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, […]

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 Outdated contact centre technology and a […]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