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    What's the difference between omnichannel vs multichannel?
    Discover what makes omnichannel and multichannel contact centres unique and which approach best suits your needs.
    July 15, 2022
    The difference between outbound and inbound contact centres
    Get to know all the crucial differences between outbound and inbound contact centres, so you can decide whether one or...
    July 11, 2022
    2022 contact centre technology trends
    There are many contact centre trends in 2022, from using analytics to drive better decisions to giving customers more...
    June 30, 2022
    What is a cloud contact centre?
    Cloud contact centres are changing the game by giving customers the experiences they demand while making it easier and...
    June 23, 2022
    What is contact centre WFO (workforce optimisation)?
    Workforce optimisation in a contact centre is about knowing which tools and features will help boost the your agents’...
    June 16, 2022
    The difference between IVR & IVA
    What’s an IVR vs IVA? Discover the differences in this blog here.
    June 13, 2022
    Call deflection best practice
    Find out how your contact centre can ensure customers always get help when they need it most with smart,...
    June 1, 2022
    6 benefits of using sentiment analysis in a contact centre
    Find out what sentiment analysis is and how it works in the contact centre environment to improve customer services and...
    May 26, 2022
    The latest IVR trend: IVA
    Learn about the latest IVR trend redefining the contact centre customer experience: IVA.
    May 12, 2022
    How a dynamic IVR powered by AI can transform the customer experience
    With many customers preferring to use the phone to call brands, find out how a dynamic IVR powered by AI can eliminate...
    April 29, 2022
    How IVR deflection can improve the customer experience
    When combined with conversational IVR technology, IVR call deflection enhances the customer experience while taking the...
    April 22, 2022
    What is an Omni-Channel Contact Centre?
    Everything you need to know about the omnichannel contact centre experience and the features that make them run most...
    March 31, 2022
    What are knowledge management systems?
    A detailed guide to understanding what knowledge management systems are, the benefits they bring, and how to create one.
    March 2, 2022
    Creating a frictionless customer journey
    How to create the frictionless customer journey your customers expect in a modern world, and why it drives loyalty and...
    February 21, 2022
    A guide to effective call management
    From empowering callers with self-service to reducing call times, here are some call centre authentication techniques...
    February 11, 2022
    Caller authentication and identification
    From empowering callers with self-service to reducing call times, discover call centre authentication techniques and...
    January 26, 2022
    Top call centre trends to watch out for
    Here are the latest call centre technology trends and how they’re helping businesses deliver more competitive and...
    January 18, 2022
    What is self-service IVR?
    Here’s an overview of all the key features and benefits of self-service IVR for both contact centre operations and...
    December 14, 2021
    What is contact centre technology?
    Find out what contact centre technology is and how it’s revolutionising the way contact centres optimise operational...
    December 7, 2021
    What is intelligent call routing and how does it work?
    Intelligent Call Routing creates a more powerful customer service experience by accurately matching callers with your...
    December 1, 2021
    What is NLP and how does it work?
    Allowing computers to mimic human interactions, natural language processing (NLP) is to give customers better-automated...
    November 26, 2021
    How to use customer feedback (and how to get it)
    Did you know 81% of people read customer reviews before they buy? Find out why and how you should make customer...
    November 18, 2021
    IVR design best practices
    It goes without saying that the design of your IVR system is one of the most critical components of delivering a great...
    November 9, 2021
    Everything you need to know about CTI
    Find out everything you need to know about computer telephony integration, including its applications and how it can...
    November 3, 2021
    What does IVR containment rate mean? How can you improve it?
    Find out what the term "IVR containment rate" means and why improving this metric is an important part of reducing...
    October 25, 2021
    What customer self-service? Why is it worth the investment?
    Find out what customer self-service is all about and how your business can benefit from implementing a strategy that...
    October 11, 2021
    NPS Score vs CSAT: Which measure is right for your business?
    Learn how to choose between two of the most popular customer satisfaction metrics, Net Promoter Score (NPS) and...
    October 6, 2021
    Tips to improve Average Handling Time in your contact centre
    Find out how to improve your call centre’s average handling times (AHT) in a way that cut costs and secures a better...
    August 31, 2021
    Creating platform independence
    Developing call centre infrastructure can be a costly investment. Cloud-based SaaS solutions can help achieve platform...
    August 17, 2021
    How to migrate your contact centre
    Migrating your call centre to new modern technologies is easier than ever with plug and play software.
    August 10, 2021
    Six Ways to Reduce Call Handling Times
    There are six simple ways you can reduce average call handling times and increase efficiency.
    August 2, 2021
    Why the phone is as an opportunity not an enemy
    Find out what self-service IVR solutions are and how they're helping contact centres save costs while delivering great...
    July 26, 2021
    Why boost customer service experience post-COVID world
    In a post-COVID world find out how you can give your customers more of what they need with a more agile call centre...
    June 13, 2021
    How to build a brand new call centre from scratch
    Want to build a call centre from scratch but not sure how? Discover how cloud solutions can help your business expand...
    May 26, 2021

    How AI-powered technology can help transform your contact centre

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