From AI to Analytics and everything in between, we’ve been busy finding out what the Contact Centre must haves are for 2023! As the world continues to evolve and change, it’s important to regularly assess your systems and make any updates as necessary to insure you’re keeping up with the latest trends and technology that will take your business to the next level.

We recently surveyed over 300 respondents to understand current behaviours and find out how organisations are planning on optimising the performance of their contact centres and their strategic priorities for the year ahead. 

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The combination of a time-strapped work week and the lingering effects of the Covid-19 pandemic has caused consumers to rely on call centres for support. Critically, this has placed them at the centre of all businesses’ customer care services. That’s why having a call centre agent who is an efficient call handler and is effective…

We’ve all been hearing more about how automated quality assurance can improve the customer experience – but can it manage your contact center’s compliance risks too? Our auto-QA expert and analytics PhD, David Naylor, has valuable insights on AQA’s compliance applications and shares his thoughts on where the technology is currently at. “It’s important to know…