Artificial Intelligence is the hottest topic in the contact centre world, but are we rushing ahead without getting the basics right?
Look at email, it’s still the second most popular communication channel in contact centres…
I recently completed a contact centre audit for a large retail company. When I asked if they were operating their telephone sales in a PCI-DSS compliant manner they confirmed they were.
Unfortunately, that wasn’t the case
Dialler companies often make extravagant claims about the productivity improvements associated with predictive diallers – but are these figures real?
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