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Traditional outbound calling has long been a cornerstone of sales and customer outreach efforts. However, the challenges associated with manual dialling, such as low agent productivity, frustrated customers, and inefficient … Read more “Optimise Outbound Calling with AI-powered Predictive Dialers”
In today’s cut-throat business environment, providing exceptional customer service is no longer a perk, it’s essential. Customers expect prompt, personalised experiences, and businesses that fail to deliver risk losing their … Read more “AI-Powered Virtual Assistants: Transforming Customer Service in Contact Centre 2024”
Voice recognition technology, a subset of artificial intelligence, has made significant strides in recent years. By accurately converting spoken language into text, it has opened up new possibilities for human-computer … Read more “AI-Powered Voice Recognition: Transforming Telephony”
Originally published Apr 22, 2024, updated Jul 16, 2024
Customer experience is critical to business success today. Companies that are doing it well in 2023 know one thing for sure: technology can be a huge help. Streamlined workflows also … Read more “Top Customer Experience (CX) Innovations: Summer 2023”
In the past few years, there have been many changes in customer behaviour and contact centres have had to adapt quickly to keep up. As well as a growing workload … Read more “Ask the Expert: How Can You Align AX and CX To Solve Queries at First Contact?”
As customer demands grow increasingly complex and the need for service excellence accelerates, contact centres and their agents are under immense pressure to perform accurately and quickly. In an increasingly … Read more “What is Phonetic Alphabet (NATO) and How it Improves Customer Service”
Your agents are your contact centre’s biggest asset. So how do you recruit and retain the best people? It’s a tough market right now. Last year, the 2022 Contact Centre … Read more “Why Is an Agent-Centric Contact Centre Important?”
Turnover has always been an integral part of call centre life, with an estimated rate of around 26% depending on the sector of activity compared to an average of 15% … Read more “3 Ways To Improve the Agent Experience and Reduce Contact Centre Turnover”
