In the early stages of your call center’s growth and expansion, manually testing your customer journey may have been the only option available at the time, either due to budgetary constraints or lack of available technology. However, in an age where customer...

A growing business with an expanding call center faces new challenges daily. If you’re part of the team responsible for delivering a great customer experience, you’ll certainly feel a lot of pressure and expectation to maintain and optimize the service and...

Your IVR/IVA, Natural Language applications and ACD systems are not set-and-forget technologies. Your customer's experience (CX) needs to be at the heart of how your IVR system processes incoming calls to your call center. Many businesses struggle to understand why...

Contact centre technology can be a complex beast! Like a moody teenager it can be unpredictable and prone to erratic behaviour that can leave you red in the face at best! What value can monitoring your contact centre technology really bring to your business? To try...

When it comes to buying a new car, you don't just look at the picture and take the word of Bryan (you can call be Bri!) the sales guy when he tells you how great the car is. You want to get behind the wheel and put it through its paces. You want to be sure when you...

Whilst unsavory scenes of people clambering over one another for the best Black Friday deals seems to have subsided in the UK, an ever growing number of UK retailers are embracing this US imported sales event and one point has become abundantly clear; Christmas...