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What is an omnichannel contact centre?
Traditionally, the term contact centre was synonymous with large offices filled with agents picking…
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What is a cloud contact centre?
To meet customer expectations in a modern and highly digitised world, customer service functions…
What is NLP and how does it work?
To a modern digitally savvy customer, traditional DTMF IVR solutions can seem outdated and…
How contact centres are embracing digital knowledge-based authentication
When it comes to contact centre metrics, few hold as much sway as average handle time (AHT). It has…
Amazon upgrades Convai partnership
Speech recognition provider Convai has continued its rapid growth trajectory by receiving the…
De-risk your contact centre platform shift
Picture this: your contact centre has been running smoothly on a legacy platform for years. The…
Complete guide to knowledge management solutions
Sir Francis Bacon was on to something when, in 1597, he put quill to paper and wrote the words:…
The era of choice - 5 ways self-service can solidify omnichannel CX
Not so long ago, the concept of self-service was a tough sell for businesses. From scanning one’s…
How to migrate your contact centre
In an increasingly competitive environment, businesses must build leaner and more agile operations…
The difference between outbound and inbound contact centres
Customers today have so much more choice when it comes to how they engage with brands – with SMS,…