Optimising the contact centre: lessons from COVID one year on
The COVID crisis put contact centres to the test in 2020 and highlighted why it matters to ensure yours is robust and ready for anything.
From the blog
Latest News, Software, Resources
What is IVR Containment Rate?
Whilst shining a light on call centre operations, the IVR Containment Rate stands as a pivotal metric, embodying the efficiency and autonomy of Interactive Voice Response (IVR) systems. This blog aims to understand the essence of...
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5 mins read
Latest News, Software, Resources
What is Intelligent Call Routing?
The optimisation of call distribution plays a vital role in ensuring customer satisfaction and operational success in today’s dynamic call centres. Traditional call routing systems, reliant on DTMF menu options, often place the...
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5 mins read