AI Outbound Dialing Explained: Feasibility & Compliance Issues
Generative AI has advanced in leaps and bounds over the past few years, and has opened up a realm of exciting opportunities for contact centre teams. Using technology such as…
3 Ways To Write More Authentic Contact Centre Scripts
Helping your agents to deliver effective messaging in-call is not always easy. Apart from ensuring that your agents are providing useful information to customers, you also need to help them…
5 Best Lead Generation Strategies For Contact Centres
If one of the goals of your contact centre is to generate sales for your business, a key challenge to overcome is how you’ll generate leads for your calling team.…
7 Phonathon Best Practices | Tips To Lift Fundraising Results
A successful phonathon can be an incredibly powerful way to raise funds for your university, and improve alumni engagement. Phonathons empower universities to do more social good, such as through…
Call Centre Reporting | Top Metrics And Analytics Best Practice
As a contact centre manager, reporting is one of the most important things to get right. However, it’s also one of the most difficult. In this guide, we’ve explained call…
How To Make Better Outbound Contact – With Twilio Flex/Amazon Connect
The contact center software landscape has seen an interesting trend unfold over the previous few years. Highly programmable solutions have taken the enterprise market by storm, with Twilio Flex and…
How To Use Call Centre Data To Improve Your Customer Experience
As a business, your call centre can make or break your sales funnel or your customer experience. Agents answer inquiries, make sales and address concerns, but they are also a…
How To Handle Sales Objections | 7 Objection Handling Tactics
In sales, it can be easy to fall into the trap of focusing too hard on closing the deal, rather than anticipating potential objections. A failure to prepare for sales…
7 Call Centre Technology Trends You Need To Know (2021)
Contact centre technology never stops evolving. In the past decade in particular, the rate of technological change has accelerated – especially as call centres begin to take advantage of artificial…