Monthly Archives: March, 2018

contact centre technolgy upgrade

Upgrading Your Contact Centre Technology – Part 1: How to Plan It

March 29th, 2018 Posted by Technology

Planning a contact centre technology upgrade? Here’s our checklist of things to review and assess before embarking on the purchase process.

Abandoned call rate

The Real Financial Impact of Abandoned Calls

March 15th, 2018 Posted by Contact Centre Management, Customer Experience, Workforce Management

Have you calculated how much revenue you’re losing from abandoned calls? Discover how to calculate it, and reduce your rate and earn more.

GDPR

GDPR: Lifting the lid on AI decision-making

March 9th, 2018 Posted by Customer Experience, Technology

Australia may not be in the EU, but you may still need to be able to provide explanations for your AI’s decision-making.

Contact Centre Security

Is your contact centre at risk of massive fines?

March 2nd, 2018 Posted by Contact Centre Management, PCI DSS Compliance, Security

Could your contact centre afford the massive fines now in place for security breaches? Compliance is more important than ever. Discover what you need to do and why.