Tag: Call Centre

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adminin Analytics, Call Management, Call Recording, Cloud, Customer Experience (CX), Data Analysis, iCall Suite, Service Providers, Unified Communications

January 15, 2019

Contact Centre Trends in 2019

The most significant trends within the contact centre and customer service space today are the rise of omnichannel and the need to manage and analyse customer interactions across the whole business, which are both critical in delivering a high level of customer experience. Whilst a contact centre may be the best way to handle…

adminin Analytics, Call Management, Call Recording, Cloud, Unified Communications

May 31, 2018

Demonstrating the Value of Communications Management

More and more businesses of all sizes are now seeing and realising the benefits call management can offer. This is because call management, or call analytics as we refer to it, delivers immediate insight into customer interactions across the business and the service levels they are offering their customers. Call management also delivers insight around…