Contact centre technology

Moving towards an Omni-channel application

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In conversation with Paul Gandar from Stitch-AI on however WhatsApp development is moving towards capturing multi-forms of communication… Omnichannel on your phone. See the full interview and find out more about Stitch-AI-> Here.

Across the world: Collections impacts

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In discussion with Mark Sussex from illion.Mark provides his perspective on how he has seen differing impacts with different timings in different markets for collections processes due to COVID19. See the full interview and find out more about illion-> Here.

Quality vs Quantity: Driving better contacts

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Does the contact app and channel drive differences in contact quality. Paul Gandar from Stitch-AI explains what he has been hearing. See the full interview and find out more about Stitch-AI-> Here.

Outbound First Contact Resolution

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In conversation with Mark Sussex from illion.Mark explains the thinking behind call resolution on outbound contact and can help to create frictionless journeys. See the full interview and find out more about illion-> Here.

Frictionless outbound journeys

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The full interview with Mark Sussex at illion. We chat about contact technology, how this has helped customers through the pandemic. We also chat about the concept of outbound first contact resolution and how a good frictionless journey is one that can resolve a customer query on that initial outbound contact without requiring the customer to then do something else driving inbound volume. Find out more about illion-> Here.

What’s next for digital?

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