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.

Times are tough for many right now. The cost-of-living increase, public expenditure and services cut, and the threat of recession means those worst affected won’t be able to cope as well. With this in mind, contact centres are usually the first point of contact for those struggling. Mainly because these customers may need to rearrange…

You’ll be in good company

Natus.

We’ve all been hearing more about how automated quality assurance can improve the customer experience – but can it manage your contact centre’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…