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What is IVR Containment Rate?

Latest News, Software, Resources

What is IVR Containment Rate?

Whilst shining a light on call centre operations, the IVR Containment Rate stands as a pivotal metric, embodying the efficiency and autonomy of Interactive Voice Response (IVR) systems. This blog aims to understand the essence of...
John Burnett

John Burnett

5 mins read
What is Intelligent Call Routing?

Latest News, Software, Resources

What is Intelligent Call Routing?

The optimisation of call distribution plays a vital role in ensuring customer satisfaction and operational success in today’s dynamic call centres. Traditional call routing systems, reliant on DTMF menu options, often place the...
John Burnett

John Burnett

5 mins read
What’s the difference between IVR & IVA?

Latest News, Software, Resources

What’s the difference between IVR & IVA?

At the forefront of customer interactions, IVR and IVA represent two distinct technologies shaping the contact center landscape. IVR, or Interactive Voice Response, is a telephony technology that enables customers to interact...
John Burnett

John Burnett

5 mins read
Top Four Examples Of Customer Experience Strategy

Tips, Resources

Top Four Examples Of Customer Experience Strategy

The customer experience field is undergoing a huge transformation, driven by advances in technology and shifts in consumer behaviour.
John Burnett

John Burnett

9 mins read
Call Centre KPI Benchmarks: The Industry Standards

Resources

Call Centre KPI Benchmarks: The Industry Standards

Behind the scenes at many companies across many industries, call centres are the engines that drive excellent customer service outcomes. Providing a personalised, one-on-one experience for clients is very important, but staffing...
Daniel Harding

Daniel Harding

5 mins read
An Intriguing Approach to maximise your dialler output

Software, Resources

An Intriguing Approach to maximise your dialler output

What is dynamic Agent Scripting Software, and how does it improve your customer's journey?
John Burnett

John Burnett

8 mins read
10 Advantages of Outbound Predictive Diallers in Your Call Centre

Tips, Resources

10 Advantages of Outbound Predictive Diallers in Your Call Centre

Why have outbound diallers become so crucial to modern call centres and why would it be beneficial for your business to use a predictive dialler as soon as possible?
Daniel Harding

Daniel Harding

7 mins read
Efficient Outbound Call Centre Solutions for Results

Tips, Resources

Efficient Outbound Call Centre Solutions for Results

The call centre industry is continuously changing due to technological advancements. Due to this, many businesses consider call services as a better option for managing their daily calls and customer contacts.
Daniel Harding

Daniel Harding

5 mins read
Role of Workforce Management in Call Centres

Software, Resources

Role of Workforce Management in Call Centres

Is your call centre business taking advantage of the advanced technological solutions available? Various tools, such as scripting, self-service IVR solutions, and business insights help improve productivity and streamline...
Daniel Harding

Daniel Harding

5 mins read