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Contact Centres vs Call Centres: What Is A Contact Centre?
Contact centres lie at the heart of business-to-customer communications. In any contact centre setting, multiple agents attend to customer enquiries, ensuring effective dialog between brands

Understanding Business Telephony Solutions
Communication is a vital part of any business. Telephony remains one of the key ways many businesses interact with customers. But how can your company

Digital Transformation in Business and CX
By now, everyone has heard about the Digital Revolution. Within the ICT industry, terms like ‘Digital Revolution’ and ‘digital transformation’ have even become somewhat of

Reducing Dead Air Time in Call Centres: Because Silence Is NOT Golden
When you’re dealing with a customer call centre, silence is everything but golden. On the contrary, your business pays for inefficiency as a result of

What Is Customer Experience, Exactly?
Customer experience is a term that’s widely used in business nowadays. But what exactly does customer experience mean? It’s easy to look a term like