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October 11, 2019 •
Articles •
294
Workforce management (WFM) is critical to the ecosystem of a call centre, with benefits ranging from reduced costs thanks to...
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September 26, 2019 •
Articles •
185
54 percent of consumers believe that reaching an IVR menu when calling a business makes for a poor customer experience, leading...
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August 9, 2019 •
Articles •
264
The future of the managerial hierarchy in the contact centre in an era of advanced technology. When it comes to advanced...
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June 20, 2019 •
Articles •
681
Will your online sales nosedive when PSD2 and SCA hit home from September 14? The fears are real. But it’s possible...
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February 7, 2019 •
Articles •
2027
Lazy. Entitled. Workshy. Uncommitted. Just a few words that are regularly used to describe an entire generation of workers....
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September 20, 2018 •
Articles •
1179
OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice...
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September 11, 2017 •
Articles •
1768
VoiceSage’s John Duffy points out that while proactive technologies are great enablers, it’s the human touch that will always...
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September 11, 2017 •
Articles •
923
VoiceSage’s John Duffy discusses how proactive technologies are helping contact centre teams engage with even the most...
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September 11, 2017 •
Articles •
976
VoiceSage’s John Duffy discusses the council’s pioneering use of outreach tech in a Citizen Relationship Management context...
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July 12, 2017 •
Articles •
1151
The well-used terms “sustainable” and “affordable” are not just empty words for Hastoe Housing. It prides itself on...
