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The birth of the customer intelligence centre

The birth of the customer intelligence centre

The last five years have been the most disruptive the industry has ever faced. Remote working, the war on talent, digitisation, and AI are all transforming the contact centre. Despite all the advancements, they still battle with...
Daniel Harding Daniel Harding

Daniel Harding

7 mins read
NPS vs CSAT: Which Metric is Best?

NPS vs CSAT: Which Metric is Best?

Daniel Harding Daniel Harding

Daniel Harding

5 mins read
What is UCaaS?

What is UCaaS?

UCaaS, also known as unified communications as a service, is used to deliver a unified communication model that supports six communications functions. These include enterprise telephony, meetings, unified messaging, presence and...
Daniel Harding Daniel Harding

Daniel Harding

4 mins read
What is CSAT?

Tips

What is CSAT?

CSAT, or Customer Satisfaction Score, is a performance indicator used to measure how satisfied customers are with a product, service, or interaction. Typically collected through short surveys immediately after a transaction or...
Daniel Harding Daniel Harding

Daniel Harding

7 mins read
What is Customer Service?

Tips, Expert Insight

What is Customer Service?

Customer service is the help and support you offer your customers when they buy and use your products or services. Good customer service is the backbone of a great business.
Daniel Harding Daniel Harding

Daniel Harding

5 mins read
Case Study: MaxContact Supports Virtual Contact Centre's Proof of Concept Trial for Employing Over 50s in Regional Australia

Latest News, Software

Case Study: MaxContact Supports Virtual Contact Centre's Proof of Concept Trial for Employing Over 50s in Regional Australia

In November 2023, MaxContact Australia collaborated with Virtual Contact Centre to conduct a Proof-of-Concept trial aimed at promoting initiatives for unemployed individuals aged over 50 in regional Australia. This case study...
Daniel Harding Daniel Harding

Daniel Harding

3 mins read
Enhancing Holiday Customer Service with Voice AI

Latest News, Software

Enhancing Holiday Customer Service with Voice AI

The holiday season is synonymous with cheer and celebration, but for businesses, it's also the time of the year when customer service centers are inundated with inquiries. As festive sales soar, so does the volume of calls and...
Daniel Harding Daniel Harding

Daniel Harding

4 mins read
What is a VoIP Phone System: A 2024 Guide

Latest News, Tips

What is a VoIP Phone System: A 2024 Guide

Communication is evolving rapidly, transforming the way we connect with one another and conduct business. Since the emergence of VoIP in 1995, more and more businesses have turned to the system - primarily to save costs.
Daniel Harding Daniel Harding

Daniel Harding

7 mins read
7 Cold Calling Techniques for Success

Latest News, Tips

7 Cold Calling Techniques for Success

The landscape of cold calling has undergone a seismic shift in 2023, rendering traditional strategies less effective in the face of evolving consumer behaviour and technological advancements. Traditional methods are becoming less...
Daniel Harding Daniel Harding

Daniel Harding

8 mins read