In today’s competitive business landscape, exceptional customer service is crucial for success. Contact centres, whether focused on inbound or outbound calls, SMS, chat, email, or social interactions, play a critical role in delivering outstanding customer experiences. To achieve this, contact centre technologies are key. In this article, we’ll outline ten key contact centre technologies that…Read more
What is Call Centre Scripting Software and How Does it Work?
The value of an effective call centre script cannot be overstated when it comes to providing a consistent and high quality level of service. The right script can boost sales, improve the customer experience and go a long way towards increasing employee morale. It ensures the customer experience is as consistent as possible across the…Read more
It’s Time to See Conversation Analytics In Action
You’ll be in good companyRead more
5 ways to improve Customer Experience with Conversational Analytics
Explicabo expedita.Read more
Introducing Conversation Analytics: Auto-QA and Insights have arrived!
Automatically score every call, email, live chat and ticket against your own measures of success with Conversation Analytics. Available now! For years, software providers in the contact centre industry have been promising a speech and text analytics solution that does more than simply generate data and dashboards, but so far, you may argue, many have…Read more
Conversation Analytics: The Secret Sauce for Superior Contact Centre Performance
As of Q4 2021, it’s official that 47% of businesses view their Contact Centre as a valuable source of customer insight. One in six Contact Centres has even achieved the much-coveted status of being considered a “profit centre”. So, what’s their secret? Their superior performance and intelligent operations drive value for teams throughout their organisation. If we…Read more
Analysing Call Centre Data to Improve Efficiency
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…Read more