Posts in Technology

Robotic Process Automation

Robotic Process Automation: Get ready for robot-assisted customer experience

September 21st, 2018 Posted by Customer Experience, Technology

If you haven’t already considered implementing RPA in your contact centre – here’s why you should.

council contact centre

The Diverse Challenges Faced in Council Contact Centres

August 24th, 2018 Posted by Contact Centre Management, Technology

Working in a council contact centre involves resolving diverse issues across 40 business units. Here’s how Kingston Council does it.

AI applications

Are you a front-runner in customer-focused AI?

August 15th, 2018 Posted by Customer Experience, Technology

It’s easy to get caught up in the hype for Artificial Intelligence, but are you properly deploying customer-focused AI?

IVR customer frustration

How to Create the Right IVR Customer Experience

June 8th, 2018 Posted by Customer Experience, Self Service, Technology

Does the IVR customer experience provided by your contact centre deliver a non-frustrating journey? 3 Tips to create the right IVR experience.

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.