How to build a brand new call centre from scratch
There are a lot of organisations out there that don’t think they need a call centre, but the truth…
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How IVR deflection can improve the customer experience
On the surface, the idea of IVR deflection sounds like it carries negative connotations. Before we…
Contact centre technology trends for 2025 & beyond
Technology continues to reshape contact centres, enabling businesses to meet growing customer…
What is intelligent call routing and how does it work?
Traditional call routing systems that use DTMF menu options rely on your callers to make their best…
What is an omnichannel contact centre?
Traditionally, the term contact centre was synonymous with large offices filled with agents picking…
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Generative AI vs Supervised Learning – the customer service decision
In the final months of 2022, generative AI took the giant leap from niche tech subject 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…
De-risk your contact centre platform shift
Picture this: your contact centre has been running smoothly on a legacy platform for years. The…
How to migrate your contact centre
In an increasingly competitive environment, businesses must build leaner and more agile operations…