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Gone are the days of business teams working in the same office, the same building, or indeed the same country.

We live and work in the globalised era. The internet-powered communication age.

Technology has profoundly changed the way we do business. Communication has never been easier, and departments and teams are no longer restrained to one office.

But this communication revolution has created challenges.

Having voice technology in your Contact Centre software enables you to streamline interactions and enhance the customer experience, saving time and money. Read on to discover how one of the UK’s top four supermarket chains did just that.

The concepts of artificial intelligence and machine learning have been around for some time, but we are just beginning to see their power to transform the way we do business.

AI in Contact Centres delivers valuable insights that can be used to streamline, optimise, and personalise customer journeys to enhance customer experience.

When a customer contacts a business, it is usually because they are experiencing a problem or have a question they need an answer to. Understandably, they are probably frustrated and in a bad mood to start with.

Unlike the traditional Contact Centre — where scaling up your customer support team can be costly — Cloud Contact Centres offer a cost-effective commercial model whereby companies can be billed on actual usage. Read on to find out more.

The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an engaging customer experience that helps the customer to solve their problem on their first interaction — however long that takes.

In 2019, your customers are people, not numbers.

Driven by growing connectivity and the digital technology enabling it, today’s consumers expect instant, valuable interactions with the companies they buy from. When this doesn’t happen, a bad experience follows. Negative word of mouth isn’t usually far behind.

We’re in the midst of the Age of the Customer, when it has never been easier for consumers to research their own options and compare prices.