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6 Proven Customer Service Strategies for Contact Centres [2024]

In today’s competitive business landscape, exceptional customer service has become a critical differentiator for organisations, and one of the most impactful factors for profitability. In fact, a McKinsey & Co. report from Q1 2023 showed…

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6 Proven Customer Service Strategies for Contact Centres [2024]

In today’s competitive business landscape, exceptional customer service has become a critical differentiator for organisations, and one of the most impactful factors for profitability. In fact, a McKinsey & Co. report from Q1 2023 showed…

AllOpinion
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Omnichannel Customer Interactions: Best Practice & Tips

The success of a business no longer depends on just the quality of its products. Customer experience (CX) is now a key factor. Without changing the product itself, you can improve satisfaction and retention. To…

AllOpinion
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The Importance of Retaining & Managing Legacy Data for Financial Organisations

In the rapidly evolving realm of financial services, companies face numerous challenges, including regulatory compliance, cybersecurity, and the imperative for innovation. In this article, we explore the reasons why it’s crucial for you, as a…

AllOpinion
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Unlocking the Power of Voice and Video Transcription

In today’s fast-paced corporate world, the sheer volume of audio and video content being generated is overwhelming. How many times have you been in a meeting on Zoom or MS Teams, and the host says…

AllOpinion
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Our Continued Commitment to Quality and Security is Official

We are pleased to announce that we are both ISO 9001:2015 and ISO/IEC 27001:2013 certified. These international accreditations are important to us as a growing business. We are ethical and responsible, seeking to “do the…

AllOpinion
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Analytics Drive Quality in Your Contact Centre

A robust quality assurance (QA) program can reveal extraordinary benefits for any client-facing organisation, especially call or contact centres. The true impact of a QA process reaches far beyond the confines of the agents and…

AllOpinion
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5 Things to Consider when Choosing a Call Recording Provider

When evaluating a call recording solution provider, there are several key factors to consider. Some are more important than others, but all are necessary tick boxes in the selection process. It’s like when you’re buying…

AllOpinion
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Data privacy legislation in Australia remains a necessary botheration

As data privacy legislation continues to develop, the Australian consumer is being both forced into data rights education, and gradually being worn down due to concern around the processing, management and security of their data.…

AllOpinion
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Why Customer Experience is a Valuable Investment for Banks

Customer experience (CX) is critical in most, if not all sectors, but particularly for banks. One of the leading drivers for growth in banks is referral between family and friends. Money and finance are difficult…

AllOpinion
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Has Tech-Giant Alibaba Made a Terrible Customer Interaction Decision?

Chinese technology giant Alibaba has announced its plans to roll out its own AI chatbot product called Tongyi Qianwen. The chatbot will be similar in style to Open AI’s famous ChatGPT, and will be both…

AllOpinion
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How can large organisations maintain PCI DSS compliance in 2023?

As the world becomes more digitally connected, the risk of cyber-attacks on businesses continues to rise. Larger organisations, although being perceived as difficult targets, are the victim of choice for hackers. Because large organisations deal…

AllOpinion
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Which Data Privacy Laws You Need to Address in 2023

There are many laws and regulations that dictate how and when you can store customer data, especially historic customer data and that of the sensitive kind. Here are a few that you need to be…

AllOpinion
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