A New Year brings about the chance to review the challenges and progress of the previous…
Category: – Articles
MaxContact – Contact Centre Predictions for 2023
So what can we expect in 2023? It’s likely to be another testing year economically, so…
Sabio Aims to Empower Contact Centre Workforce
Sabio Group Aims to Empower the Global Contact Centre Workforce in New Campaign – Customer Service…
2023: A Brand New Challenge for Contact Centres
2023: A brand new challenge for the Contact Centre Industry – Rohan Newton of SVL looks…
Death of the Phone: 72% Online Companies Uncontactable
Death of the Phone: 72% of online companies in the UK are uncontactable by phone according…
Why You Need to Move your Contact Centre to the Cloud
Cloudy with an excellent opportunity of success: why you need to move your contact centre to…
Holiday Shopping CX: Navigating Strikes & Supply Chain Issues
Holiday Shopping CX: Navigating Strikes & Supply Chain Issues Martin Taylor, Co-Founder and Deputy CEO, Content…
Contact Centres Facing More NLP Challenges
Businesses facing more NLP challenges than expected in contact centres, reveals Odigo Natural Language Processing (NLP),…
Scaling Contact Centre Services to Reduce Call Waiting Times
Scaling contact centre services to reduce the length of call waiting times – Nikhil Bhatia –…
How Well Do You Understand Customer Intent?
How well do you understand customer intent? How well do you actually know your customers when…
Low-Code the Solution Insurance Industry Been Looking For?
Is low-code the solution the insurance industry has been looking for? James Lawrence, Director of Insurance,…
Corporate Culture Is More Than Time Spent At Water Cooler
Corporate Culture Is More Than Just Time Spent At The Water Cooler It’s now September 2022.…
Will Higher Energy Bills Have An Impact On Where We Work?
Will Higher Energy Bills Have An Impact On Where We Work? Sensee asks the question is…
The Globalisation of Contact Centres & Benefits Created
SVL Account Director Anne Holmes discusses the globalisation of the Contact Centre Industry and benefits of…
Brands Are Under Pressure to Differentiate via CX
Brands Are Under Pressure to Differentiate via CX – That’s Why the Convergence of Contact Centres,…
Voice needs to be Part of Digital CX – Not the Legacy Annoyance
Voice needs to be part of the digital CX – not the legacy annoyance – Article…
The Benefits of a Diverse Workforce in the Contact Centre
Three Key Benefits of Having a Diverse Workforce in the contact centre Following Pride Month and…
The Future is Omni-Channel in the Contact Centre
The Future is Omni-channel in the Contact Centre – SVL Account Director Debbie Bicker discusses the…
It’s all Change for Insurance Customer Experience in 2022
It’s all change for insurance CX in 2022: Customer-centricity must be ‘baked-in’ to all insurance operations…