As of Q4 2021, it’s official that 47% of businesses view their contact center as a valuable source of customer insight. One in six contact centers has even achieved the much-coveted status of being considered a “profit center”. So, what’s their secret? Their superior performance and intelligent operations drive value for teams throughout their organisation – from…

We are happy to announce we just released three  brand new features that are set to make your Quality Assurance processes more efficient and ensure your Quality team are evaluating the right conversations!: Evaluate the right conversations with Conversation Search  This is one to get excited about… Conversation Search has landed, giving you the ability to search the content of conversations for specific key words or…

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…