Why ‘know your customer’ provisions are essential in the telecommunications industry
In a world where digital adoption is unfolding at a furious pace and consumers are shifting to…
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Why boost customer service experience post-COVID world
If there’s one thing COVID-19 has taught organisations across all industries, it’s the importance…
What is ChatGPT?
ChatGPT is a state-of-the-art AI language generator model developed by OpenAI1. This deep learning…
What is contact centre technology?
Contact centres have been around for decades – at least in some form – ever since the inception of…
6 benefits of using sentiment analysis in a contact centre
Think about a time (most likely at work) when you've received an email from someone discussing…
How AI is changing the chatbot conversation
Few technologies have revolutionised the customer service space in recent years quite like…
The latest IVR trend: IVA
With contact centres playing such a vital role in the growth of businesses, it's not surprising…
Resourcing to thrive in digital
In the wake of the COVID-19 pandemic, as the volume of digital customer interactions with brands…
Automated inbound calls using self-service
The past two years have been a period of unbridled change for the contact centre industry. Like so…
What are knowledge management systems?
Knowledge is power; it’s a strong statement but it is true that having and sharing knowledge is a…