Posts in Technology

Choosing an Australian Contact Centre Solution

Upgrading Your Contact Centre Technology – Part 3: Vendor Selection and Deployment

May 1st, 2018 Posted by Customer Experience, Technology

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

Upgrading Your Contact Centre Technology – Part 2: Solutions and Costs

April 12th, 2018 Posted by Technology

In Part 2 of our contact centre technology upgrade series we review solution types, technology features and cost implications to consider.

Chatbots Aren’t Human: They Just Look That Way

April 6th, 2018 Posted by Technology

Humanoid chatbots look like us, speak AI-generated text, all while watching and reacting to the customer’s every expression, and displaying their own emotions.

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.

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.

Beyond AI: Deep Learning

Deep Learning Will Deliver Benefits Beyond AI

February 9th, 2018 Posted by Customer Experience, Technology

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?

process automation

Process Automation: This Robot Won’t Steal Agent Jobs, it Will Make Them Better

December 15th, 2017 Posted by Customer Experience, Technology

Robotic Process Automation can work behind-the-scenes, freeing your agents to add greater value to customer interactions.

Agent experience

Agent Experience as the Foundation of Customer Experience

December 1st, 2017 Posted by Contact Centre Management, Customer Experience, Technology

Delivering the right customer experience starts with your agents – and here’s how to empower them to provide excellent service, every time.