Insights

Remote contact centre

How to Make the Move to a Cloud Based Contact Centre

Remote contact centres, also known as cloud based contact centres are growing in popularity. Unlike premises-based contact centres, cloud contact centres are a network-based service that enable your business to handle customer interactions through an entirely web-based platform. As customer expectations of businesses evolve and technology adapts to meet these expectations, there is a strong

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Co-Browsing Technology

How Co-Browsing Technology Can Improve Customer Service

Customer service is becoming increasingly digitised. As such, new technologies that facilitate improved digital customer service and enhanced experiences for contact centre agents are quickly evolving. A perfect example of is co-browsing technology. It enables agents to efficiently diagnose a customer’s problem and provide a tailored, step-by-step solution. Co-browsing technology has developed over the years

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Helpdesk

AI in a Cloud Contact Centre

Cloud contact centres are network-based services that provide a web-based alternative to traditional premises-based models. For instance, cloud contact centres are not restricted by a fixed geographic location; agents can be employed from around the world and simply need a computer, headset, and internet connection. As the popularity of cloud-based contact centres has proliferated, so

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Robotic Hands

Human Touch or Chatbots?

Earlier this year, I had the pleasure of attending an industry roundtable. During the event, several interesting discussions took place focused on chatbots and the human touch, customer service and loyalty, and internal collaboration. Hearing varying perspectives directly from industry leaders proved to be thoroughly insightful and raised many pertinent points regarding the role technology—particularly

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Business man

The Ultimate Guide to Cloud Contact Centres: Our Top 7 Posts

There’s a lot of information available online when it comes to cloud contact centres. This makes it increasingly difficult to pinpoint information that is relevant to you and your business. So, we’ve compiled a summary of our top seven blog posts to create the ultimate guide to cloud contact centres. These posts will tell you

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