Customer Engagement

Build the Omnichannel Contact Centre of Your Dreams

In the contact centre business, you might dream of the perfect platform — one that’s designed from the ground-up to deliver...

Keep People at the Heart of Your Omnichannel Customer Experience

The modern contact centre is becoming more diverse and complex as automation and artificial intelligence (AI) manage the low...

Bringing Empathy to the Tee

Now more than ever, the days of COVID-19 call for us to be kind to one another. This is one of those extraordinary times when, on...

Integrate Real-Time Predictive Engagement Into Your CRM and Martech Ecosystem

Collecting customer insights before, during and after an engagement makes a lot of sense in developing more meaningful customer...

Engage Your Prospects by Working Smarter, Not Harder

In my previous blog, we discussed some practical examples of how to leverage the short window at the right time with predictive...

Win Over – and Keep – Prospects with Predictive Engagement

You’re a true digital marketing expert. You did an amazing job optimising your omnichannel campaign strategy – including SEO...

How to Create an Omnichannel Customer Service Strategy

The key to creating a successful omnichannel customer service strategy is to continually focus on one keyword in that phrase —...

It’s a Multicloud World

Choosing the right cloud environment is as personal as the kind of mobile device you prefer or car you drive. That’s why...

‘Tis the Season to Be a Scalable Contact Centre

Remember when Black Friday was actually just on Friday? I do. And I remember my local supermarket setting up for purchase returns...

IVR Data Is Gold in Your Move to Voicebots

The green trend is growing as more people recycle, whether it’s plastics, paper or scrap metal. But, in technology, we still...

Reimagining the Voice of the Customer for 2024

If you’ve read any of my previous blogs or viewed my talks, you know how much I enjoy sharing my coffee shop and barista story....

Imagine if… Customer centricity was at the heart of every interaction

Imagine if your cloud-based services enabled you to make every customer feel like your only customer. Australian personal...

Voicebots: Saviors of Outdated and Complex IVRs

As the move to cloud platforms speeds up, the pressure is on to take advantage of bots powered by artificial intelligence (AI)...

Imagine if… Your contact centre could achieve 100% first call resolution

Imagine being able to ensure that your customer calls are forwarded to staff with the right skills and knowledge to resolve...

All-in-One Still a Game Changer for Call Centres in the Cloud

According to Merriam-Webster, the term “all-in-one” was first used in 1926 to describe an undergarment that combines a girdle...