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 GPT-4 and other large language models, it’s now possible to have a conversation with a chatbot that almost feels like speaking with a real human. What’s more, speech synthesis solutions can now generate human voices that sound almost indistinguishable from the real thing. As a result, it’s now possible to have an at least semi-realistic voice conversation with an AI. For innovative contact center teams looking to improve ..read more

So you’ve decided to start a call centre. The great thing is, you don’t really even need a physical “centre” these days to begin making and receiving calls. Many companies still use offices, even post-pandemic, but virtual call centres are becoming increasingly popular. But we’ll get to that later. How exactly do you set up a call centre? Defining your goals As you might expect, defining your goals is the place to begin before starting a contact centre. Every call centre is different, so you’ve got to understand exactly what you’re trying to do. Then, you can find the best possible way to go a ..read more

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 deliver this information effectively, in a way that can be easily understood, or will resonate with the listener. One of the hardest things to get right is helping your agents to sound more authentic. This is especially true in inside sales, when the last thing you want to do is deliver a boring, generic-sounding sales pitch. In this guide, we’ve explored how you can make your call centre scripts sound more ..read more

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. The quality of your leads is a major factor in determining the success of your contact centre. Without a consistent supply of relevant people to call, your sales team may struggle to achieve the results you’re looking for. In this guide, we’ve explained five different lead generation strategies you can use for your outbound call centre. We’ve explained their strengths and weaknesses, as well as how to implement each lead generation m ..read more

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 funding research and scholarship programs. Plus, when executed the right way, alumni engagement campaigns also help your alumni to feel more connected with your institution, encouraging their involvement in alumni reunions, volunteering/student mentorship programs, and potentially post-graduate study. In this guide, we’ve explained seven different phonathon best practices, used by university advanceme ..read more

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 centre reporting in detail. We’ve discussed the most important reports and how to use them, and how to use contact centre reports to improve your team’s performance. After, we’ve also explained advanced analytics using tools such as Power BI, to help you get the most out of your contact centre data. What is call centre reporting? Call centre reporting is the process of monitoring and analysing your contact centre performance ..read more

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 Amazon Connect becoming increasingly popular, especially among large organizations. Why are these solutions becoming so popular? There are a number of different reasons that software solutions such as Flex and Connect are growing in popularity. They’re highly programmable. If you have the right expertise, you can code the solution to meet your needs. They’re omnichannel-enabled. Programmed the rig ..read more

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 source of comfort for customers — showing that there is a real person at the end of the line who can help them out. Operating a successful call centre comes with its own share of challenges, such as dealing with employee satisfaction, ensuring you have the right technology, and setting up proper processes to ensure efficiency. However, one the of biggest challenges of all is managing your customer experience. How will you ..read more

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 objections can leave you scrambling for answers when these questions inevitably arise. Objections often come up in the pre-qualifying stage, or during the appointment setting process. But they can also give you a nasty surprise in the negotiation stage – just as you’re about to sign the prospect on as a customer. In this guide, we’ll explain 7 techniques you can use to more effectively handle sales objections that you encounter ..read more

Note: the following information is not legal advice and is general in nature. On April 1 2021, the US Supreme Court ruled on Facebook, Inc. v. Duguid, a case brought against the social media giant by Montana resident Noah Duguid. Duguid alleged that Facebook had violated the Telephone Protection Consumer Act (TCPA) by sending him automated text messages without his consent. He was receiving notifications informing him that his Facebook account had been signed into from an unknown device, despite never having had a Facebook account. The TCPA, which was originally passed in 1991, outlaws the use ..read more