Category: Customer engagement

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  Why South Africa is Leading Outsourced CX Delivery

  15th April 2021  |  Client Success

  South Africa has surpassed India as the most favourable BPO destination for Outsourced CX and customer service.
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  Removing the ‘Artificial’ from Contact Centre AI

  8th April 2021  |  AI

  We explore the growing use of contact centre AI features, their effectiveness in customer engagement automation and the dangers of AI becoming too human.
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  How Consumer Rights are Changing Customer Engagement

  15th March 2021  |  Customer engagement

  As the rules and regulations on customer data and privacy continue to develop worldwide, we explore how consumer rights are reshaping contact centre processes and how businesses can keep up.
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  4 Features Your Contact Centre Needs to Avoid Annoying Customers

  13th January 2021  |  Client Success

  What customers think of your contact centre services is vital to your success. In this blog we explore how to avoid creating problems for customers and boost satisfaction rates.
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  Strengthening Your Business Reputation Through Omnichannel

  14th July 2020  |  Customer engagement

  As the purchasing habits of potential customers continue to evolve and the level of choice available to them expands every day, the need for strong brand reputation has never been more important for modern businesses.
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  How AI can increase contact centre efficiency during peak times of traffic.

  24th June 2020  |  AI

  With the global disruption caused by Coronavirus, there comes new challenges for customer service and support teams across many industries.

  When experiencing this increase in demand, one way businesses can ensure their agents are able to handle increased call volumes smoothly is by leveraging artificial intelligence (AI) to help scale support.
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  4 Customer Service Agent Frustrations that Omnichannel Engagement Can Solve

  10th June 2020  |  Customer engagement

  Whether it’s an endless queue of waiting customers, disjointed processes or questions over personal performance; there are many potential pain points facing agents in the field.
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