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Contact centre automation offers an opportunity for organisations to gain a competitive advantage by leveraging innovations in customer experience technology to simplify workflows, reduce administration, and improve the accuracy and quality of interactions. ...

Are you looking to improve customer satisfaction? Drive customer loyalty? Or drive efficiencies across your contact centre operations? Implementing an effective Quality Assurance program will assist your contact centre to achieve both of these objectives and unlock...

Does your organisation require technology that provides communication channels for your employees to collaborate and connect? Do you require a phone system that can be accessed from anywhere as well as messaging functionality and enterprise telephony meetings? Is...

Dialler technology has revolutionised the way sales teams and contact centres operate through automating and streamlining the manual task of making outbound phone calls.  Today’s dialler technology solutions go far beyond simply dialling a phone number, offering a...

The Privacy Act 1988 (Cth) is undergoing a significant reform. Mark Dreyfus, the Attorney-General of Australia, stated, "Australia can no longer afford to have inadequate privacy protections." The pressing need to overhaul this legislation has stemmed from the...

As the central hub of customer interactions, call centres play a prominent role in shaping the customer experience. With this, call centers must harness advanced contact centre technology and leverage innovative features to improve efficiency. Efficiency is the...

Creating a web chat survey may feel daunting, especially if this is a new process. What questions should be included? How many questions should be included? What do I do with the results? A chat survey is a simple yet effective method of capturing data and collecting...

You've just successfully implemented a cloud-based contact centre solution to enhance and streamline your customer service capabilities - what's next? Configuring your customer's call journey to create the best experience using the ever-important IVR (Interactive...

Contact centre agents play a crucial role as the first point of interaction between customers and your business. These staff members endeavor to deliver the most optimal customer experience and are entrusted to resolve every enquiry. However, they may sometimes have...

In the constant and crucial pursuit of balancing customer satisfaction with efficient operations, many organisations opt for CCaaS (Contact Centre as a Service). This software-based application enables organisations to communicate with their customers. CCaaS solutions...

In 2016, the Australian Securities Investment Commission (ASIC) established ‘Class Order [14/923]’, which imposes record-keeping obligations when providing financial advice to retail clients. Any person with an Australian Financial Services (AFS) license must adhere...

With the rise of digital channels becoming an increasingly popular way for customers to interact with their brands of choice, web chat has become an indispensable channel to communicate with customers. Live web chat is a powerful channel that enables synchronous...