Despite recent excitement in the domestic market over voice over Internet Protocol (VoIP), a survey has revealed that less than 2 percent of Australia's call centre managers have the technology on ...

The impact of the Covid-19 pandemic on the contact centre market has been dramatic. According to Leigh Hopwood, chief executive of the Call Centre Management Association (CCMA), many of its members ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. Salesforce predicts that by 2027, 50% of customer service cases will be ...

One of the most hotly debated subjects at this year’s World Economic Forum in Davos concerned the risks posed by technology to jobs, political stability and cyber security. Disruptive technologies ...