The blog category
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 […]
Comparison sites allow customers to search, filter and compare products based on price, reviews, ratings, features and other criteria. It is critical comparison site organisations leverage the best dialler software to reach more customers and gain revenue efficiently. In this blog, we will explore how comparison site organisations can optimise their dialler strategy to […]
In today’s digital age, where cyber-attacks and data breaches are frequent, organisations face increasing pressure to ensure they protect the customer data collected from handling payments over the phone. The Payments Card Industry Data Security Standard (PCI DSS) is a global standard that mandates how organisations must take payments over the phone. Failure to comply […]
In today’s world, providing quality customer service is essential for businesses to thrive; by XM Institute highlighted that 89% of companies with “significantly above average” customer experiences outperform their competitors financially. Providing high-quality customer service is particularly significant for health insurance providers, who are responsible for providing customers with policies for medical expenses that Medicare […]
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. […]
