The blog category
Dialler technology has revolutionised the way sales teams and contact centres operate through automating and streamlining the manual task of making outbound phone calls. Today’s dialler technology solutions go far beyond simply dialling a phone number, offering a range of advanced capabilities designed to boost agent productivity, increase efficiencies and maximise sales conversions. In this […]
The Privacy Act 1988 (Cth) is undergoing a significant reform. Mark Dreyfus, the Attorney-General of Australia, stated, “Australia can no longer afford to have inadequate privacy protections.” The pressing need to overhaul this legislation has stemmed from the increase in cyber-attacks and data breaches affecting millions of Australian citizens. Over half a decade, there has […]
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 Outdated contact centre technology and a […]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 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 […]
