Playing to Agents Strengths Over many years the role of the Contact Centre Agent has been evolving and now, more than ever before, having the...
IVR Design Mistakes
How do IVRs end up so horrible? It's hard to believe we're almost four decades on from the original Periphonics and IBM IVR solutions, yet...
Great CX…
Ingredients to a genuinely good CX We get to work with many "technologists", delivering all sorts of solutions in and around the contact centre. Most...