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The Ultimate Guide to Call Centre Software

Expert Insight

The Ultimate Guide to Call Centre Software

Contact centre software is designed to manage customer interactions across multiple communication channels, including phone, email, chat, and social media. It enables businesses to handle both inbound and outbound calls, automate...
Daniel Harding

Daniel Harding

6 mins read
Transforming CX: The Future of AI-Powered Customer Engagement

Transforming CX: The Future of AI-Powered Customer Engagement

AI-powered customer engagement can be a significant advantage, enabling the connection and understanding of customers across multiple channels. While human interaction is still hugely important, AI can help enhance customer...
Daniel Harding

Daniel Harding

9 mins read
AI Customer Service Explained: All You Need to Know

AI Customer Service Explained: All You Need to Know

Nearly 80% of Australian businesses are already using or trialling AI customer service tools – AI use is growing in all sectors, and customer service is no exception.
Daniel Harding

Daniel Harding

11 mins read
How Much Does an IVR System Cost?

How Much Does an IVR System Cost?

Daniel Harding

Daniel Harding

5 mins read
How Does Average Speed of Answer and Service Level Impact Your Business?

How Does Average Speed of Answer and Service Level Impact Your Business?

Daniel Harding

Daniel Harding

5 mins read
How does conversational AI work in call centres?

How does conversational AI work in call centres?

Picture this: a customer calls your business during a busy period or after hours.
Daniel Harding

Daniel Harding

7 mins read
How to Set Up Interactive Voice Response

How to Set Up Interactive Voice Response

IVR is popular for customer service use cases, and will often start most voice interactions via a guided IVR menu. It’s a simple, easy-to-use solution for customers looking for support from brands. It helps businesses automate...
Daniel Harding

Daniel Harding

14 mins read
Top 20 Words and Phrases for First Call Resolution

Top 20 Words and Phrases for First Call Resolution

First call resolution (FCR) is one of the most important measures of customer service success. It reflects a customer’s experience during their initial interaction, showing whether their issue was handled completely without the...
Daniel Harding

Daniel Harding

6 mins read
5 Tips to Reduce Customer Effort

5 Tips to Reduce Customer Effort

Did you know that 96% of customers will leave you due to bad customer service, according to Forbes?
Daniel Harding

Daniel Harding

5 mins read