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Why the phone is as an opportunity not an enemy

Although it’s unlikely to be intentional, one of the most common pitfalls for call centres is deflecting callers who have legitimate reasons for making contact via phone. So, when designing your IVR, it’s important to be sure that what you’re…

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Six conversational AI use cases

There has never been more pressure on businesses to deliver fast and efficient customer service. For proof, look at any number of studies that have found modern customers not only want rapid responses when they reach out to organisations but demand…

May 8, 2025

Assistive technologies: the importance of balancing innovation with customer trust

When a healthcare provider implements an AI-powered diagnostic assistant, or a financial…

March 26, 2025

Top 4 CX trends to invest in this year

Investing in customer experience (CX) initiatives should be part of any business strategy, but…

March 23, 2025

A guide to effective call management

We’ve all been there. You’re placed on hold on a phone call, and despite your best efforts, you’re…

March 23, 2025

Choosing the right chatbot use case for your business

It’s hard to believe there was a time when consumers were wary of chatbots. The concept of…

March 18, 2025

Empowering CX: drive value through the power of AI

When we think of artificial intelligence (AI) or analytics, a lot of the time we’re met with the…

March 14, 2025

How average hold times affects customer experience

How long are you willing to wait on hold for? Five minutes? 30 minutes? More than an hour? We are…

March 14, 2025

Creating platform independence

In the past, developing and implementing the many layers of contact centre infrastructure was a…

March 14, 2025

Call deflection: what is it and why is it important?

As customer expectations continue to rise, businesses are under mounting pressure to deliver fast,…

March 14, 2025

5 tips for dealing with peak demand in contact centres

Managing a contact centre is a challenge at the best of times, let alone when confronted with a…

March 14, 2025

Understanding why your customers are contacting you

Contact centre managers face many challenges in their roles. Complex rosters, unexpected staff…

March 14, 2025

What is contact centre workforce optimisation?

It’s no secret that we are living in a customer-driven world. Contact centres face growing pressure…

March 14, 2025

Cyber security predictions for 2023

To gain a full appreciation of the need for stringent cyber security in the modern business world,…

February 28, 2025

Caller authentication and identification for contact centres

Contact centres have never been busier, nor more crucial to the success of the organisations they…

February 28, 2025

How to improve average handling times?

From the moment your agents pick up a call, the clock starts ticking for your contact centre’s…

February 10, 2025

The complete guide to virtual agents

Can you really build a bot in a day? Absolutely. AI is revolutionising how we interact with…

January 19, 2025

IVA vs IVR: What is the difference?

Excellent customer service is what gives businesses a competitive edge. In fact, PWC1 surveyed…

December 12, 2024

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…

December 6, 2024

How IVR deflection can improve the customer experience

On the surface, the idea of IVR deflection sounds like it carries negative connotations. Before we…

December 6, 2024

IVR design best practices

A guide to IVR design best practices and how they deliver great customer experiences With the…

December 6, 2024

How to get started with conversational AI

In today's fast-paced digital landscape, businesses are navigating a complex web of customer…

November 11, 2024

Contact centre technology trends for 2025 & beyond

Technology continues to reshape contact centres, enabling businesses to meet growing customer…

November 7, 2024

Minimising AI risk: a step-by-step guide

In the race to adopt artificial intelligence (AI), businesses often overlook a critical factor:…

October 29, 2024

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…

October 17, 2024

How to use AI safely in business

“By far, the greatest danger of artificial intelligence (AI) is that people conclude too early that…

October 15, 2024

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…

October 11, 2024

What is an omnichannel contact centre?

Traditionally, the term contact centre was synonymous with large offices filled with agents picking…

September 24, 2024

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…

September 12, 2024

What is a cloud contact centre?

To meet customer expectations in a modern and highly digitised world, customer service functions…

September 12, 2024

What is NLP and how does it work?

To a modern digitally savvy customer, traditional DTMF IVR solutions can seem outdated and…

September 12, 2024

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…

September 12, 2024

Amazon upgrades Convai partnership

Speech recognition provider Convai has continued its rapid growth trajectory by receiving the…

September 4, 2024

De-risk your contact centre platform shift

Picture this: your contact centre has been running smoothly on a legacy platform for years. The…

August 16, 2024

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:…

August 12, 2024

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…

August 12, 2024

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…

August 12, 2024

How to migrate your contact centre

In an increasingly competitive environment, businesses must build leaner and more agile operations…

August 12, 2024

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,…

August 1, 2024

What is customer self-service? Why is it worth the investment?

It’s fair to say that most people value their independence – we feel so much more empowered and…

August 1, 2024

How to overcome the customer authentication challenge

There is a lot to like about the digital age. Busy families can buy groceries without leaving the…

August 1, 2024

Consistent omnichannel experience

There was a time not so long ago when delivering an omnichannel customer experience was optional…

August 1, 2024

How to overcome recruitment challenges with automation

Organisations globally are struggling to recruit quality talent in one of the most challenging…

July 31, 2024

Creating a frictionless customer journey

The world has changed dramatically over the last couple of years, but even before the pandemic,…

June 7, 2024

How a dynamic IVR powered by AI can transform the customer experience

We know that consumers are increasingly choosing to interact with customer services in different…

June 7, 2024

How conversational AI make life easier for employees

A lot has been written in recent times about how technology is reinventing customer experience…

June 6, 2024

Introducing the Oration Chatbot

The rise of chatbots during the past decade has been nothing short of amazing. From technically…

May 17, 2024

Introducing Generative AI Assistant

In an industry where innovation is the name of the game, it would be easy for outsiders to assume…

May 17, 2024

The generative AI challenge for contact centres

About two decades ago I had a front-row seat for the birth of a cutting-edge technology that was…

April 17, 2024

Conversational AI - build vs buy

The past few years has seen a significant shift in expectations for customers when reaching out to…

January 23, 2024

Customer experience trends, technologies and strategies defining 2023

If there has been one constant for the customer experience (CX) sector during 2023, it has been…

January 22, 2024

How to adopt AI into contact centres without damaging CX

There is a lot to like about using artificial intelligence (AI) to bolster customer experience.…

November 23, 2023

Investing in AI to improve CX

When analysing the recent evolution of customer experience (CX), one factor has played a bigger…

September 29, 2023

How to leverage automation in your business

Jump to the statistics summary

August 7, 2023

How to use customer feedback (and how to get it)

If you’re a business leader, you might have considered using a consultant or a coach from time to…

August 7, 2023

Contact centre vs call centre: what's the difference?

It is understandable that the average person often uses the words ‘contact centre’ and ‘call…

August 7, 2023

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…

August 7, 2023

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…

August 7, 2023

Current state of the contact centre

The world has never moved faster, particularly when it comes to the business environment. In the…

August 7, 2023

What is ChatGPT?

ChatGPT is a state-of-the-art AI language generator model developed by OpenAI1. This deep learning…

August 7, 2023

What is contact centre technology?

Contact centres have been around for decades – at least in some form – ever since the inception of…

August 7, 2023

Why the phone is as an opportunity not an enemy

Although it’s unlikely to be intentional, one of the most common pitfalls for call centres is…

August 7, 2023

What does IVR containment rate mean? How can you improve it?

What is IVR containment rate? IVR containment rate refers to the percentage of customer calls that…

August 7, 2023

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…

August 7, 2023

Customer identification in contact centres

Here’s the scenario. You phone up to a customer service help desk and are greeted by an automatic…

August 7, 2023

How AI is changing the chatbot conversation

Few technologies have revolutionised the customer service space in recent years quite like…

August 7, 2023

Difference between omnichannel vs multichannel in contact centres

Almost a decade ago, Google released research that reinforced just how quickly people were adapting…

August 7, 2023

What is self-service IVR?

The bar is high for today’s contact centres. Customers always want to feel that they are in control…

August 7, 2023

The latest IVR trend: IVA

With contact centres playing such a vital role in the growth of businesses, it's not surprising…

August 7, 2023

Resourcing to thrive in digital

In the wake of the COVID-19 pandemic, as the volume of digital customer interactions with brands…

August 7, 2023

Automated inbound calls using self-service

The past two years have been a period of unbridled change for the contact centre industry. Like so…

August 7, 2023

What are knowledge management systems?

Knowledge is power; it’s a strong statement but it is true that having and sharing knowledge is a…

August 7, 2023

Everything you need to know about CTI

What Computer Telephony Integration (CTI) means and how it can benefit your call centre Digital…

August 7, 2023

NPS Score vs CSAT: Which measure is right for your business?

What happens when a customer has a bad experience with your brand? One-in-three of them will walk…

August 7, 2023

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Why the phone is as an opportunity not an enemy

How AI-powered technology can help transform your contact centre