The blog category
COVID-19 is having drastic repercussions to the Australian economy but more importantly, the safety and well being of the most vulnerable community members is at stake. With this in mind, it is important to consider the role technology can play to ensure we all do our part to ensure we ‘flatten the curve’ and slow […]
COVID-19 is having drastic repercussions to the Australian economy but more importantly, the safety and well being of the most vulnerable community members is at stake. With this in mind, it is important to consider the role technology can play to ensure we all do our part to ensure we ‘flatten the curve’ and […]
As the cases for coronavirus (COVID-19) increase around the world, many businesses are approaching ipSCAPE to understand how they can enable flexible working arrangements and ensure business continuity for their contact centre, customer service and sales teams. From a managerial perspective, some elements of work are outside of your locus of control, however, by […]
What is a Cloud Contact Centre? A Cloud Contact Centre is a scalable, internet accessible, customer experience tool that utilises cloud technology to power communications through voice, web chat and email without any hardware. Information Overload In 2020 organisations must be customer-centric and more focused than ever. As a Contact Centre Manager the task of sifting through mountains of data to produce meaningful insights can be […]
When children are told something they don’t want to hear, their instinctive reaction is to cover their ears and drown out the words with “la la la”. Although this may seem comical, this is what many organisations are doing with their customer service. Currently, communication channels such as Voice and Video are popular as […]
“The only thing worse than being talked about is not being talked about.” – Oscar Wilde No one likes it when things go wrong. It is inconvenient for customers, puts the brand reputation at risk, and it is sometimes just embarrassing. But what if you could turn a bad situation into a memorable customer […]
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, […]
