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EMEA Blog


Contact Centre Automation: Tools and Trends for the Decade Ahead

In 2020, the implementation of contact centre automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition.

7 CX Strategies to Get Your Contact Centres Back on Track

It’s Time—Revamp your Contact Centre’s Digital Transformation Strategy

Beyond COVID-19: How to Get the Most out of Distributed Workforces

Reinvent the “New Normal” Customer Experience

Effortless Experiences Start with One-to-One Relationships

Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organisations with a channel-first strategy that ironically led to less access and fragmented conversations due to poor hand-offs, technology introduced for technology’s sake and misuse of data.

Ten Contact Centre IVR Best Practices to Improve CX

Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever be able to have an issue resolved. It’s hardly surprising that the majority of customers are dissatisfied with their IVR experiences.

6 Ways to Unlock the Hidden Value of IT in CXaaS Programs

4 Questions to Decide if Contact Centre Outsourcing is Right for You

There’s a common misconception around the term, “contact centre outsourcing.” Many business leaders assume it is mainly a cost-cutting measure. What they don’t realise is that outsourcing is more than just a consolidation of functions for reducing costs.

Contact Center Speech Analytics: 5 Speech Analytics Technology Myths and Tips to Overcome Them

There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service and sales team to uncover trends and top performing behaviours captured from successful interactions.

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