Get to know your contact centre workforce: IVR vs. chatbots vs. agents

Inbound vs. outbound contact centre: The right CX destination

Contact centres are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact centre to be easy and effective, brands need to deliver on these expectations with the right people and technology.

Let’s explore how two common types of contact centres, inbound and outbound, require the right mix of empathy and innovation to increase satisfaction and loyalty.

Outsourcing vs. managed services: how to select the right service for your business needs

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable. Both involve receiving business services from a third party but determining which of the two options is the better fit could make the difference between a thriving company versus just staying afloat.

4 Collections Tips That Will Make an Impact in FY ‘21

It’s an important part of doing business, but something that can be difficult to execute with excellence: debt recovery and collections. The heightened emotions, tension and uncomfortable conversations it brings – and the dissatisfaction that can result among customers and associates alike – causes some to shy away from this important topic.

Cloud vs. On-premise Contact Centres: 3 Critical Differences

There’s no denying the vital role contact centres play in brands’ ability to meet customer needs quickly and efficiently. When done well, centres offer seamless experiences by connecting customers with the information they need – whether it's via an agent or through automated technology – when and how they need it.

HX + DX: Critical Parts of the CX Equation

Every brand wants to offer great customer experience (CX) but, in an increasingly digital world, leaders too often assume technology alone is the key to true transformation. While technology plays a critical role, it’s striking the right balance between human experience (HX) and digital experience (DX) that will yield optimal customer journeys.

Outsourcing Can Help Schools Prepare for International Students’ Return

After a year unlike any other, students are preparing to return to campuses across Australia later this year, and many of them will be arriving from other countries – bringing many questions with them.

How to Create a Differentiated Customer Service and Customer Experience in the New Normal

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.

7 Tips for Managing Surging Call Volume This Tax Season

Agility is the Key to SMB Growth in 2021

Small and medium-sized businesses (SMBs) were hit especially hard in 2020. Around the world, SMEs struggled to manage lockdowns, travel restrictions, health concerns, and more. According to IBISworld, it may take up to five years for the industry to return to pre-COVID performance levels.