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Building an intelligent contact centre

Building an intelligent contact centre

Call centres no longer handle only phone calls. Today’s contact centres have to manage emails, phone calls, and chat requests in the course of their day-to-day job. These functions depend on AI to make sense of inflowing, unstructured data points at a speed and...
Holiday Operating Hours

Holiday Operating Hours

As we wrap up 2020 and look forward to the upcoming holiday season, we would like to thank all of our customers, vendors and partners for their continued support over the past year. It is greatly appreciated. CCNA will continue to operate over the Christmas period to...
Lift CX with contact centre analytics

Lift CX with contact centre analytics

  The purpose of contact centre analytics is to enable companies to make better decisions. Some everyday use cases for contact centre analytics include: Gauging customer satisfaction levels Improving conversation quality Understanding customer expectations...
Make good customer experience seem effortless

Make good customer experience seem effortless

When we think ‘effortless’, the likes of gymnasts, dancers, and figure skaters come to mind: a complex routine, performed without errors. The perfect performance looks easier than it is – simple, clean. The same can be said for good customer experience. We know how...
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