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Omnichannel contact centres are the future of customer service, and agents are critical to their success. In an ever-changing landscape, frontline workers continue to handle an...

Effective and efficient contact centre agent onboarding isn’t just essential for elevating team performance and increasing customer satisfaction. For today’s organisations, it’s...

The integration and role of artificial intelligence into workforce engagement management (WEM) solutions has become a key focus for many contact centres. Over the past decade, AI...

Content migration, in terms of Knowledge Management (KM), involves the systematic transfer of information from one system to another, ensuring that data is not only preserved but...

The banking industry is in the midst of a digital revolution, and it's important for both small and large financial institutions to undertake a successful digital transformation....

Technology in the financial world continues to advance at an accelerated pace — which means your organisation needs to know how to take advantage of the latest and greatest tools...

Customer experience, in simple terms, refers to the overall impression that a customer has of a company based on their interactions with it. This can be influenced by a variety...

In today’s digitally driven world, the intersection of technology and customer engagement has given rise to innovative solutions designed to enhance communication between...

In today's fast-paced business environment, contact centres are constantly seeking innovative ways to enhance efficiency and productivity. One such innovation that is rapidly...

Today’s customers want information right away, and they prefer not to pick up the phone to get it. Live chat is a great way to ensure your customers have everything they need...

A chatbot is a computer program that simulates a conversation with a user in order to convey information or carry out a certain task.  Chatbots are frequently used in customer...