In today's fast-paced and customer-centric business environment the contact centre play a vital role in delivering exceptional customer service. While technical skills and product knowledge are essential for contact centre...
Read More
Artificial intelligence (AI) has rapidly transformed various industries, and one area where its impact is particularly significant is the contact centre. Contact centres serve as crucial touchpoints between businesses and...
Read More
A modern IVR system (Interactive Voice Response) relies on two critical components to be able to effectively ‘listen’ to your callers. These are: NLP (Natural Language Processing). And NLU...
Read More
What does IVR mean? IVR stands for: “Interactive Voice Response” – which is an interactive customer service system that callers can either speak to or engage with by using the dial-pad...
Read More
There is one skill that every exceptional customer support representative should have and that is empathy. Yes, it’s important to be able to speak with confidence, just as it’s important...
Read More
The phonetic alphabet is a standardized set of words used to represent the letters of the alphabet. It is commonly used in the customer service industry to ensure clear and...
Read More
As a customer service professional, it's essential to have strategies in place to effectively manage difficult or upset customers. One effective tool is the use of empathy statements, which are...
Read More
CX - What Is It? The concept of customer experience (CX) refers to how a company engages with its customers throughout the entire buying process, no matter in which stage they...
Read More
Consider the situation where 10 customers are waiting in line at the checkout of your physical store. It's time to hand over their hard-earned money after they've finished browsing and...
Read More
Customer experience and satisfaction have always been a cornerstone of business. If you aren’t appealing to your customers and giving them what they want then they may not buy from...
Read More