Discover how contact centres can provide proactive customer experience to increase customer loyalty and reduce inbound volumes.

There’s a new concept emerging in the CX universe called ‘Customer Experience Networks’, and here’s why your organisation should be thinking about it.

Part 3 of our contact centre technology upgrade series outlines 11 important questions for potential vendors, and critical deployment considerations.

Investing in design has become more important than ever, to stand out from the crowd. But don’t let your brand image down with poor customer service.

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

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

It’s easy to get caught up in the hype for Artificial Intelligence; but are you aware of Deep Learning, and how it can benefit your contact centre beyond AI?

We may think we understand consumer behaviour, but do we truly know enough to translate this into new products, services, or ways of doing business? Great question, that KPMG has addressed.