Customer contact centres have been around for several decades helping customers solve basic concerns like password resets and login issues. They are responsible not only for helping customers solve problems but also acting as a customer service arm for businesses...
Call centres no longer handle only phone calls. Today’s contact centres have to manage emails, phone calls, and chat requests in the course of their day-to-day job. These functions depend on AI to make sense of inflowing, unstructured data points at a speed and...
The purpose of contact centre analytics is to enable companies to make better decisions. Some everyday use cases for contact centre analytics include: Gauging customer satisfaction levels Improving conversation quality Understanding customer expectations...
Productivity is one of the most significant challenges that a contact centre faces. Taking on the challenge of enhancing contact centre productivity enables the organisation to plausibly increase revenue, improve service levels and deliver higher customer satisfaction...
Driving revenue through inside sales has never been more important. Face to face interactions have reduced around the world, possibly never to return to pre-COVID levels. The value of a well-tuned phone sales engine for the modern enterprise is immense. A...
When we think ‘effortless’, the likes of gymnasts, dancers, and figure skaters come to mind: a complex routine, performed without errors. The perfect performance looks easier than it is – simple, clean. The same can be said for good customer experience. We know how...
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...
In today’s technology-based world, it’s easier than ever to establish flexibility in the workplace and still ensure successful collaboration. COVID-19 forced organisations to adopt remote workflows even faster, since employees couldn’t go into the office. A Gartner...
CCNA reduces call centre workloads with their low-cost solution delivered to you at record speed. SYDNEY, NSW, Australia — June 30, 2020 Technology solutions provider, Converged Communication Network Applications (CCNA), recently released their CC Callback solution....
