Andrea Molo

3 posts published

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news | Mar 15, 2022

Corporate telephony, unified communications and contact centres are merging, improving CX for consumers

Siloes between contact centres and the communications and telephony technologies that run them will inevitably lead to siloed approaches to delivering customer service, which is no longer a business risk leaders can afford to take.

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news | Mar 15, 2022

What do I need to consider when migrating a contact centre to the cloud?

Cloud-Based Contact Centre Infrastructure (CBCCI) functionality will become a standard productivity tool across enterprises in the next 10 years.

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news | Mar 14, 2022

Cloud-based contact centre infrastructure: Where do I even start?

Cloud-based contact centre infrastructure (CBCCI) is heralded by many industry experts as the future for organisations that really want to address this evolving market demand.

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news | Feb 15, 2022

How to create a more empathetic contact centre

AI and automation alone won’t meet rising customer expectations. The empathy that contact centre staff bring to customer interactions has an immense impact on the CX that brands deliver.

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news | Jan 27, 2022

Contact Center technology | AI has changed contact centre CX without you even noticing

How AI is transforming contact centres?

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news | Jan 27, 2022

Jan 22 white paper | Why voice technology excellence drives empathy and deepens customer engagement

Twenty-three months into the pandemic, a lack of physical touchpoints with brands has meant contact centres have been experiencing higher volumes of inbound enquiries than ever. AI and automation alone won’t meet rising customer expectations.The empathy that contact centre staff bring to the customer has a major impact

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news | Jan 12, 2022

Enterprise voice| Overcoming customer inbound call anxiety?

Receiving a call from a hidden number brings up mixed emotions - sometimes panic, sometimes curiosity, and a lot of times, just plain annoyance.

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news | Jan 10, 2022

Contact Center Payment | The PCI DSS compliance pitfall to avoid in your contact centre

Contact centres that process card payments are at the frontline of data threats and need to be more vigilant than ever to protect client data and brand reputation.

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