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There are many variations of applying AI in the contact centre, including chat bots, sentiment analysis, smart call routing and speech analytics. How can humans and robots work together to improve the customer experience?
How can emerging Artificial Intelligence tools augment contact centre capabilities, using Quality Assurance (QA) management and what are the insights gained.
It’s no secret that Gen-Y is not like any generation before them. They have grown up as digital natives with technology and social platforms a key part of their lives.
To generate consistently outstanding results, a contact centre needs a top notch centre manager. And they're not easy to come by.
When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul.
Today’s world is one of instant gratification. We communicate by text and instant messaging. We bank online. We ‘tap and go’ at the supermarket.
A business can be like a leaky bucket. Marketing teams work constantly to pour new customers in the top, spending time and money on campaigns, but if there are holes, customers are always going to leave and need to be replaced.
Imagine you’ve finally finished packing your bags for that big overseas holidays. After months of planning, saving and researching, you’re finally ready to get on that plane and spend three weeks in paradise.
It is important for businesses to be able to scale services quickly in times of high demand and to meet customer need. The ability to do so is crucial to business success, no matter what your size.
We recently hosted our first industry breakfast in Brisbane, with special guest Luke Traini, CEO of RSL Queensland.