Don’t Drop the Omni-Channel Baton and Win the CX Relay Race
Don’t Drop the Omni-Channel Baton and Win the CX Relay Race – Managing the hand-over from bot to agent is…
– Articles
Organisations Can Leverage Voice Data in Contact Centres
Omnichannel Shopping For Frictionless Customer Experiences
Empowering Contact Centre Agents to Deliver Excellent CX
Overcoming Ageing Tech Key To Modernising Police Engagement
Contact Centres must do more to Support Vulnerable Customers
Navigating a Turbulent Economy with Customer Engagement
Using Data to Drive your Wellbeing strategy – Sabio Group
Microsoft Copilot: Latest disruptive AI Capability for Customer Service?
1 in 5 Contact Centre Agents Supported by AI, Robotics & Chatbot
Only two in five contact centre agents are supported by AI, robotics or chatbots, says CCA Global and HGS UK…
Enjoy a Slice of Customer Data Analytics Pi (e)
Enjoy a Slice of Customer Data Analytics Pi (e) There is an infinite amount of data in contact centres but…
How Local Government is Weathering the Storm
The future lies in low code: How local government is weathering the storm Mark Gannon, Director of Client Solutions at…
5 ways to Aid compliance with The Consumer Duty
The dawning of a new regulation: 5 ways to aid compliance with The Consumer Duty The start of a new…
What Elephants and Customer Experiences Have in Common
What Elephants and Customer Experiences Have in Common Customers are like elephants; they have amazing memories. This means they will…
Your Customers Can’t Hear You. That’s Probably Not Good
Your customers can’t hear you. That’s probably not good for your contact centre nor our customers IRIS recently surveyed 1,000…
Look After Your People & Customer Satisfaction Will Improve
Look After Your People And Customer Satisfaction Will Improve Dramatically David Earlam, Chief Operating Officer at Quantanite discusses In 2015…
Cost of Living Crisis Spur Rise in Customer Queries
Cost of Living Crisis to Spur Rise in Customer Queries to the contact centre – Companies must prepare for an…
53% of Contact Centre Agents Report Symptoms of Stress
Employers are stepping up as 53% of contact centre agents report symptoms of stress according to reaearch from the CCMA…
Are Contact Centres Missing Out on Tasty Customer Data?
Beware Skinny Sweet Shop Owners – Are Contact Centres Missing Out on Tasty Customer Data? Contact centres are giant candy…