April Newsletter

This edition of our newsletter rounds up the highlights from the past few months: new features, exciting initiatives, live discussions, success stories, and the people driving it all. From being named one of South Africa’s Top 10 Startups to launching impactful tools and leading important conversations around AI, we’re proud of the momentum—and grateful to […]

Logical approaches and knowledge

The potential impact of straightforward strategic practices in your contact centre Max Euwe, a high school mathematics teacher from the Netherlands, was an amateur in chess for most of his career. He could only play competitive chess during school holidays, so his opportunities for international chess games were very restricted. Max Euwe, however, left everyone […]

Mastering Contact Centre Chess

Just as a chess player carefully strategises each move, contact centre leaders must constantly analyse customer interactions to guide their agents in the right direction strategically.

Climbing the Peaks of a Diverse CX Landscape

How Interaction Analytics Elevates South African Contact Centres South Africa is bursting with vibrant cultures and languages. It’s beautiful, but it can pose a real challenge for businesses. Imagine trying to understand your customers when they speak any one of 11 different languages! That’s the reality for contact centres across the nation. These customer interactions […]

Blazing the Trail of Customer Experience: Using Speech Analytics for CX Excellence

Data drives almost every aspect of business today. Companies use this data to better understand customer needs and preferences and improve customer experiences (CX). Speech analytics is a powerful tool for improving customer experience (CX). It offers valuable insights into customer sentiment, behaviours, and needs, helping businesses understand their customers. With this in mind, let’s […]

Climbing the Summit of Compliance: How Speech Analytics Transforms Call Centers

For today’s call centres, compliance is often an uphill battle, yet it’s a necessity that cannot be overlooked. Complex regulations, particularly in industries like finance and healthcare, make compliance difficult to maintain. But, the right tools can turn this challenge into an advantage.  That’s where speech analytics comes in. Far from being just a monitoring […]

Planning to Climb a CX Mountain? You Need a Great Compliance Backpack

Delivering exceptional customer experience (CX) is more than just good service – it’s the lifeblood of business growth. Companies that prioritise CX build stronger customer relationships, increase loyalty, and see tangible improvements in brand reputation and revenue. However, CX is often seen as being at odds with another crucial component of successful contact centres: compliance. […]

Conquering Contact Center Compliance Mountains Instead of Trying to Move Them

Compliance in contact centres isn’t optional—it’s mandatory. Think of it as the foundation of your entire operation. And while it might seem like facing a steep mountain – daunting at first glance – with the right tools and strategy, it’s not only climbable, it’s essential for success.  Quality assurance (QA) is the gear that ensures […]

Setting Sail for Exceptional Customer Experiences

Building The Ultimate Customer Experience Contact Centre Think of your business’s customer experience goals as a ship setting sail – to reach your destination, everyone needs to be on board, working in harmony towards the same goals. Delivering exceptional customer service isn’t just the responsibility of one department; it requires a unified, company-wide effort. And […]

Into the deep of contact centre management

Captain your contact centre into the deeper waters of customer delight Still puzzling over the key performance metrics in your contact centre? Below we discuss techniques and technology that will help you to confidently captain your contact centre from the shallows of mere customer satisfaction into the deeper waters of customer delight. Navigating techniques and […]