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Burnout in contact centres doesn’t just happen overnight, it builds slowly.   In my experience, people often miss burnout because it looks like laziness or a

Every customer service professional knows that feeling when a customer says, “Let me speak to your manager.” It’s a moment that can send a wave

Every company wants to save money and work smarter, but there’s a fine line between efficiency and cutting corners. Average Handle Time (AHT) tracks how

If you were trying to figure out how well a busy restaurant was doing, you wouldn’t just count how many customers they served, right? You’d

A customer says “thanks” at the end of a call… but were they really happy?
Fair enough if you answered yes. But how confident

It’s a thought-provoking question that has sparked plenty of online debates and the answer isn’t as simple as picking one over the other. The truth

Modern day contact centres know only to well that efficient data capture and streamlined workflows are crucial for delivering exceptional customer service. Which is why

The past few months have seen large scale internet disruption across Africa due to submarine cable cuts.
Africa’s vast size coupled with geopolitical reasons

Simple answer – no, it’s not! Chat bots and ChatGPT bots are not ready for deployment. But let us explain why in this blog.