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    Mike Banbrook

    CEO
    With more than 20 years experience and a demonstrated history in biometric and speech solutions, Mike is a passionate advocate of customer experience. Mike thrives to lead great outcomes, with a strong focus on achieving positive and differentiated customer experience.

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    Discover how technology is changing the contact centre identity verification conversation for the better.
    January 23, 2024
    Running a contact centre is hard enough without adding peak demand into the mix. Learn how to ease the strain when the...
    December 20, 2023
    Discover tips for adapting to the CX landscape in a challenging year.
    August 30, 2023
    Discover how investing in knowledge management is changing customer experience for the better.
    July 25, 2023
    2023 is shaping as another huge year for the contact centre industry. Discover the key digital trends that will...
    May 4, 2023
    Discover the best areas to invest in CX this year and why technology is the key to achieving customer experience...
    April 19, 2023
    From empowering callers with self-service to reducing call times, discover call centre authentication techniques and...
    April 3, 2023
    What’s an IVR vs IVA? Discover the differences in this blog here.
    March 8, 2023
    Find out what the term "IVR containment rate" means and why improving this metric is an important part of reducing...
    March 8, 2023
    Discover how self-service technology is changing the contact centre environment for the better.
    February 27, 2023
    Here are the latest call centre technology trends and how they’re helping businesses deliver more competitive and...
    January 13, 2023
    How automation can lead to process improvements and how to identify automation opportunities tailored to your business.
    December 12, 2022
    Automation is changing the contact centre landscape and never more so than by improving customer experience via the...
    November 8, 2022
    How do hold times affect your customer experience and what can be done to minimise caller frustrations?
    October 6, 2022
    Enhancing digital customer experience should be a priority for all organisations and it starts with investing in talent...
    September 2, 2022
    Get to know all the crucial differences between outbound and inbound contact centres, so you can decide whether one or...
    July 11, 2022
    Cloud contact centres are changing the game by giving customers the experiences they demand while making it easier and...
    June 23, 2022
    Workforce optimisation in a contact centre is about knowing which tools and features will help boost the your agents’...
    June 16, 2022
    Find out how your contact centre can ensure customers always get help when they need it most with smart,...
    June 1, 2022
    Find out what sentiment analysis is and how it works in the contact centre environment to improve customer services and...
    May 26, 2022
    Learn about the latest IVR trend redefining the contact centre customer experience: IVA.
    May 12, 2022
    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
    When combined with conversational IVR technology, IVR call deflection enhances the customer experience while taking the...
    April 22, 2022
    Everything you need to know about the omnichannel contact centre experience and the features that make them run most...
    March 31, 2022
    A detailed guide to understanding what knowledge management systems are, the benefits they bring, and how to create one.
    March 2, 2022
    How to create the frictionless customer journey your customers expect in a modern world, and why it drives loyalty and...
    February 21, 2022
    From empowering callers with self-service to reducing call times, here are some call centre authentication techniques...
    February 11, 2022
    Here’s an overview of all the key features and benefits of self-service IVR for both contact centre operations and...
    December 14, 2021
    Find out what contact centre technology is and how it’s revolutionising the way contact centres optimise operational...
    December 7, 2021
    Intelligent Call Routing creates a more powerful customer service experience by accurately matching callers with your...
    December 1, 2021
    Allowing computers to mimic human interactions, natural language processing (NLP) is to give customers better-automated...
    November 26, 2021
    Did you know 81% of people read customer reviews before they buy? Find out why and how you should make customer...
    November 18, 2021
    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
    Find out everything you need to know about computer telephony integration, including its applications and how it can...
    November 3, 2021
    Find out what customer self-service is all about and how your business can benefit from implementing a strategy that...
    October 11, 2021
    Learn how to choose between two of the most popular customer satisfaction metrics, Net Promoter Score (NPS) and...
    October 6, 2021
    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
    Developing call centre infrastructure can be a costly investment. Cloud-based SaaS solutions can help achieve platform...
    August 17, 2021
    Migrating your call centre to new modern technologies is easier than ever with plug and play software.
    August 10, 2021
    There are six simple ways you can reduce average call handling times and increase efficiency.
    August 2, 2021
    Find out what self-service IVR solutions are and how they're helping contact centres save costs while delivering great...
    July 26, 2021
    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
    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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