During the record-high customer support ticket volumes, many companies looked to AI-powered technology like chatbots and interactive voice response to assist their overworked and...

But what if every call wasn’t just a service moment—but a source of strategic insight?  That’s the power of contact centre speech analytics. It transforms everyday conversations...

Adherence is one of the most important KPIs (Key Performance Indicators) of the customer-service industry, making it essential for contact centre managers to understand that...

In the modern business landscape, contact centres face the dual challenge of maintaining operational efficiency while offering flexibility to their workforce. The right workforce...

Omnichannel contact centres are the future of customer service, and agents are critical to their success. In an ever-changing landscape, frontline workers continue to handle an...

Effective and efficient contact centre agent onboarding isn’t just essential for elevating team performance and increasing customer satisfaction. For today’s organisations, it’s...

The integration and role of artificial intelligence into workforce engagement management (WEM) solutions has become a key focus for many contact centres. Over the past decade, AI...

Content migration, in terms of Knowledge Management (KM), involves the systematic transfer of information from one system to another, ensuring that data is not only preserved but...

The banking industry is in the midst of a digital revolution, and it's important for both small and large financial institutions to undertake a successful digital transformation....

Technology in the financial world continues to advance at an accelerated pace — which means your organisation needs to know how to take advantage of the latest and greatest tools...

Customer experience, in simple terms, refers to the overall impression that a customer has of a company based on their interactions with it. This can be influenced by a variety...