Unified Communications Solution Spotlight

How cutting-edge Unified Communications solutions are enabling seamless cross-site collaboration and exceptional customer experiences

We are all contact centre agents now

The fully centralised contact centre is very much a thing of the past, with forward-thinking organisations utilising cutting-edge technology to develop more effective customer contact strategies, with intelligent automation helping deliver first-contact resolutions.

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Understanding failure demand and its impact on your contact centre

Failure demand may be a simple concept, but it’s a critical part of developing a world-class contact centre operation that optimises customer satisfaction and maximises the number of first-time resolutions.

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Why you can’t afford to neglect advisor wellbeing in the new contact centre

In the new contact centre, with agents interacting with customers through a wider range of channels than ever before, it's important to not lose sight of the human touch. If agents are properly supported, they will consistently deliver exceptional customer outcomes.

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