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Many traditional customer support tools want to class every interaction with the customer into a ticket. Customer rings to ask about a product? It’s a ticket. They ring to ask about an order update? Ticket. Every interaction – always a ticket. Not every conversation is a ticket.

We’ve probably all been there – we see a product or service, we like what we see and we click that link that says Pricing expecting to see, you know, the price.

AI is hungry for data – does your contact centre have the data? There’s an age-old phrase – the more you know, the better you do. This is acutely important for Artificial Intelligence. The more data it has, the better decisions it is better to take, and the better experience for not just the managers, but the agents and customers too.

We live in a fast-paced digital world and the landscape of customer interaction channels is continually evolving. At QContact, we closely monitor these trends to understand how different communication platforms are shaping the way businesses and customers connect. Here’s the top 2023 channels revealed.

I think it’s safe to say 2023 will go down in the history books as a significant year in the evolution of AI. Microsoft’s significant investment into OpenAI continues to pay dividends with not just the exposure of ChatGPT from their Azure cloud platform, but also with their ChatGPT powered Copilot technology now coming to Office and Windows.