Contact centre technology trends for 2025 & beyond
Technology continues to reshape contact centres, enabling businesses to meet growing customer…
Browse by:
How to handle surges in contact centre demand
It is every contact centre manager’s worst nightmare. A major weather event caused untold damage to…
What is a cloud contact centre?
To meet customer expectations in a modern and highly digitised world, customer service functions…
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:…
How to bring empathy back into the conversation
We all know speed is crucial in the contact centre world. Ask most people what they want most when…
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…
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,…