In 2019, the majority of contact centre customers leveraged three to five channels to contact customer service. For some, voice remains the preferred brand communication touchpoint, but others prefer email, chat, self-service and social media. Consider millennials,...
As a business leader, one of your top priorities is customer satisfaction. Your brand’s reputation is closely tied to what your customers think of it, and the sustainability of your business lies in retention and returning clientele. Speech analytics, also known as...
Picture this: one cloud-based application that hosts your voice, email, instant message and social media channels. Your agents can work in the contact centre or from home, without an awkward and lengthy transition between the two. You have a platform that can manage...
Contact Centres have existed since the days of early phone systems, where an operator would physically connect you with the person you wanted to speak with. From their very conception they have been a channel for a company to engage with its clientele. Technology has...
Great organisations are built on robust, well guided, fundamentals. One fundamental trait of great organisations is they place the customer at the centre of their focus, in every move they make. Their strategy takes customer experience (CX) into account at each stage...
