Call Centre Software Blog

VIPdesk is a leader in outsourced customer service. It is a pioneer in providing high touch customer care services to brand-conscious companies, including premium retailers,

Customer service vs customer experience—today’s world of business is more customer-centric than ever before. Customers expect more from their favorite companies, and their expectations of

Now that customer experience is a main priority for C-level executives at top enterprises, the contact center industry will undergo a major metamorphosis from frustrating

Call center quality assurance is a daunting challenge that contact centers face. Thousands, sometimes millions, of interactions go through contact centers on a daily basis,

There are a lot of acronyms in telecom—SMS, MMS, PRI, SIP; the list goes on. Now we’re adding another one: BYOC. BYOC, or Bring Your

Net Promoter Score, or NPS, measures customer perception of a company or product based on one simple question: “How likely is it that you would

According to Contact Babel’s 2019-2020 Decision-Makers Report, the top challenge facing call centers is not having a single view of the customer across all channels.

It isn’t easy guaranteeing an amazing experience every time a customer interacts with your agents. Call center quality assurance (QA) is hard to get right,

Last week, our customer, Southern Cross, was awarded the prestigious Trans-Tasman innovation honor and recognized as one of Australia’s top 10 ‘Most Innovative Companies’ for