From AI to automation: Can technology put utilities back on top for customer centricity? Richard Farrell,…
Category: – Articles
Are Contact Centre Agents More Productive at Home or Office?
Are Contact Centre Agents more productive at home or in the office? John Colgan, CEO of…
These Steps are Key to Contact Centre Agility for any Season
These steps are key to contact centre agility for any season – Magnus Geverts, VP Product…
Why Your AI Journey Doesn’t Need a Data Lake to Make Waves
Start Small, Think Big: Why Your AI Journey Doesn’t Need a Data Lake to Make Waves…
UK Shoppers to Prioritise Human-Enabled CX this Golden Quarter
Product availability and shipment concerns prompt UK shoppers to prioritise human-enabled CX this Golden Quarter, finds…
Jabra Research – More than three-quarters of UK Office Workers don’t use AI
Despite overwhelming hype, Jabra research shows more than three-quarters of UK office workers don’t use AI…
How Technology can Unlock Insight & Maximise Sales this Golden Quarter
How technology can unlock insight and maximise sales this golden quarter – It’s time to talk…
Unlocking the Power of Generative AI
Unlocking the Power of Generative AI; Are You Prepared to Ride the Waves of New Age…
Measuring & Improving Contact Centre Agent Well-being
In the modern contact centre, agent wellbeing is no longer just a priority; it’s essential for…
Keeping Remote Contact Centre Agents Engaged in an era of ‘Employee Drift’
Keeping remote contact centre agents engaged in an era of ‘employee drift’ Remote working models are…
Financial Conduct Authority Consumer Duty – One Year On
Introduced in July 2023, the Financial Conduct Authority’s (FCA) Consumer Duty, also known as the Duty,…
When Customer Service Becomes an Endless ‘Sales Pitch’
My car had a manufacturer recall recently so without hesitation I telephoned my local dealership to…
How DE&I & Technology is Reshaping the Contact Centre
To celebrate National Inclusion Week, Cirrus has released a report highlighting how diversity, equity, and inclusion…
The Importance of Fraud Prevention Training in Contact Centres
The importance of fraud prevention training in contact centres Rachel Tiffen, Director of Learning at UK-leading…
How Customer Emotion is Impacting Business
The Customer Experience Foundation (CXFO) recent round table event attended by CX providers and contact centres,…
Contact Centre Queue Length Quadruples Since 2013, Driving Poor CX
Contact centre queue length quadruples since 2013, driving poor CX Based on surveys with 1,000+ UK…
How to Improve Citizen Services in the Public Sector
How to Improve Citizen Services in the Public Sector – One of the most pleasing developments…
Fixing Customer Service doesn’t begin and end with the Contact Centre
Fixing customer service doesn’t begin and end with the contact centre. Nicky Hjerpe at Netcall discusses.…
How does a Cloud Contact Centre Improve Customer Retention?
Customer retention is the backbone of any successful business. Traditional customer service methods, such as manual…