Blog

Dialler technology is about maximising the amount of time agents spend speaking to customers, and can improve your contact rates resulting in increased sales. If you have a customer database and need to reach a list of contacts and optimise the time your agents are on calls, dialler technology can help your business. Rather than […]

We have all experienced the frustration when we call an organisation and are transferred from department to department before we reach the right person. Customers are now more likely to take care of matters themselves before reaching out to a live representative (in fact 81% of all customers across all industries)[1] A self-service Interactive Voice […]

Call centre agents have lots of technology at their disposal, but what ones should be used? Read our tips on using technology to improve the customer experience.

There are many definitions of Artificial Intelligence (AI). It is the simulation of human behaviour and intelligence by machines, predominantly by computer systems. AI is increasingly being used in several industries and fields and is especially prominent in contact centres. The widespread use of AI is highlighted in Gartner’s 2018 Hype Cycle for emerging trends, […]

In October, the ipSCAPE team headed to Melbourne to participate in the 2nd Annual Contact Centre Summit, organised by Akolade. We joined as a sponsor this year, and our involvement included not only a physical presence, but also a couple of speaking slots: we hosted a round table on the value of Speech Analytics and appeared […]

As a business leader, you understand the importance that satisfied customers are to your business. Satisfied customers will not only spend more, they will purchase more often, will generate positive word-of-mouth and referral sales, and will have a decreased barrier to purchasing. Additionally, there are internal benefits of happy and engaged employees. What methods can […]

How satisfied are your customers? When your customers call you, what level of service are they experiencing? Did you know that linking your call centre and your Customer Relationship Management (CRM) system can not only improve customer service levels, it can create cost savings for your business?

Cloud contact centres can offer significant financial benefits, such as a usage-based pricing model and lower costs. Read the five steps to successfully move your contact centre to the cloud here!

Driving efficiency in your outbound contact centre is a constant challenge – where a 5% difference in performance can materially affect the bottom line. If you run an outbound contact centre, then these simple tips can help you stop making outbound contact centre bunders that are costing you customers and revenue.

When running a call centre, there are many tools in place that can assist in making your centre more efficient and maintaining your customer service levels. Find out why we recommend you to implement a Workforce Management tool.