Feb 24, 2021End-to-End Contact Centre ManagementThe pandemic has fundamentally changed the way that we live, work, and consume products. It doesn’t matter where you are, there’s no...
Feb 16, 2021Why Does Call Duration or Talk Time Matter in the CX World?The ultimate purpose of any contact centre (particularly inbound) is to provide a stellar customer experience or CX that leads to repeat...
Feb 3, 2021The value of AI in quality managementFor decades now, contact centre quality assurance has been a crucial part of running a successful business and maintaining a good brand...