Contact centres

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Live agent assistance tends to be required at pivotal moments in the customer journey. Therefore, it is critical that customer service...
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One of the main risks of any outbound strategy is silent calls to consumers – where the dialler system connects a call to a customer...
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To blend or not to blend Traditionally, contact centres relied on two different technology systems; one to route inbound calls and another...
Customer engagement is heavily influenced by employee engagement, and according to a Gallup study, organisations in the top quartile on...