Coaching Isn’t Optional, It’s Your Competitive Edge
Customer expectations have shifted. Customers want speed, clarity, and human connection and they want this all at once. Patience is at an all-time low, and competition is tougher than ever. In this environment, coaching isn’t something you “get to when there’s time.” It’s the difference between agents who perform… and agents who burn out. The truth is, If you’re not coaching, you’re choosing churn. You wouldn’t field a football team that hasn’t trained. […]
Inside the CCaaS revolution: What’s driving the next wave
The contact centre world is changing faster than ever before. What used to be a behind-the-scenes department is now a key part of how customers experience your brand. And right at the centre of this shift is Contact Centre as a Service (CCaaS). So what’s really driving this next wave of innovation? Let’s break it […]
Why Security Is the Cornerstone of Great Customer Experience
Introduction In customer experience, trust is everything. Customers might forgive a delayed response or a small mistake, but once their personal information is mishandled, that trust is gone for good. That’s why, today, data protection has become an essential part of delivering great customer experience. Security is no longer just an IT issue, it’s a brand […]
How AI is quietly transforming the contact centre (and no, it’s not replacing your agents)
That awkward moment in a meeting when somebody says “AI” and energy shifts because half the team leans forward, excited and the other half look like they’re about to update their LinkedIn profiles. You can definitely feel that mix of excitement and dread that floats in the air and just hangs there. Some people picture […]
Car dealerships, fixing CX from sales floor to service desk
There was a time when buying a car was simple. Requiring only a test drive and a few pieces of paperwork to be signed. Nowadays, customers shop for a car online, and when they have a query, they expect an instant response, or they will look elsewhere. Competition is fierce. For dealerships, that’s a problem, […]
Another world exclusive – TikTok Messaging
Hot on the heels of being the first (and still to our knowledge the ONLY) contact centre platform offering WhatsApp calling, we are proud to now be the first CCaaS platform offering TikTok messaging. With over 1.5 billion users spending on average 95 minutes per day on the app – TikTok generates more user engagement […]
QContact Delivers World-Class Call Transcription Accuracy with NVIDIA
To truly learn what is going on inside your call centre and use tools such as automated quality assurance or AI insights, you need accurate transcription. The problem with call recordings though, is that often they are from busy environments, muffled microphones or highly compressed by the mobile carriers long before it hits your contact […]
The Hidden Risks of Unmasked Phone Numbers (and How to Fix Them)
When you order a delivery, book a ride, or call a service provider, you don’t expect your personal number to be floating around forever. But in too many cases, that’s exactly what happens. When personal numbers aren’t protected, serious consequences can arise. Let’s have a look at some real cases where things went wrong, and […]
The death of the script: Why it’s time to rethink how we talk to customers
If you’ve ever called a customer service line and felt like you were talking to a robot, you’re probably not alone. For decades, most contact centres relied heavily on a script because they were seen as the gold standard in customer service. They were supposed to keep things efficient, compliant, and consistent. And to be […]