Whilst communications technology has (apparently) come a long way since the 90s, it seems that with caller experiences it is still hit-and-miss. Why do bad customer experiences still happen? The...
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Self-service or the human touch? The research suggests that the answer is not one or the other, but maybe “both”. Better still, “it depends”. As usual in customer service, the world...
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The telecoms world is a multiple offender when it comes to acronyms: SIP, RTP, PBX, ACD - the list goes on. One which is very commonly used is IVR (Interactive...
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A high volume of support calls to agents in your contact center is costly, and often inefficient, especially when a large number of the requests are about relatively simple queries...
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