What Will The Customer Service Partner Of The Future Look Like?

What is the future for customer service outsourcing? Sensée has certainly shaken things up in the…

Automation is Shaping the Future of Contact Centres

Automation is shaping the future of the contact centre – new research from Cavell reveals Respondents…

Four Tactical Tech ‘Wins’ Now Within Reach For UK Insurers

Four tactical tech ‘wins’ now within reach for UK insurers – Nicky Hjerpe, Head of Product…

The Importance of Moving from On-Premise to Cloud-Based Tech?

With more than 40,000 calls per month, long hold times, overwhelmed contact centre agents, and frustrated…

Keep Up With CX Expectations: Meeting the High Bar Set By Retailers

Keep Up With CX Expectations: Meeting the High Bar Set By Retailers – Martin Taylor, Co-Founder…

The Agent of the Future: Evolving Careers in Contact Centres

Although it’s sometimes portrayed as a thankless slog, there’s no doubt that the job of a…

Using tech for good: Building trust in customer communications

Using tech for good: Building trust in customer communications – Martin Brown, CCO at customer service…

How AI is Reshaping Customer Interactions in Contact Centres

Integrated automation: How AI is reshaping customer interactions in contact centres By embracing AI customer service…

Why Customer Experience Matters and How to Improve It?

Why Customer Experience Matters and How to Improve It? Customer experience, or CX, can be defined…

The Starbucks Effect in Customer Service

The Starbucks Effect in Customer Service – Can the contact centre learn from the Coffee giant…

Agent Empowerment is key to achieving CX Excellence

Why contact centre agent empowerment is key to achieving customer service excellence Agent empowerment is vital…

2024: A Year of Experimentation in the Contact Centre Industry

2024 Vision: A Year of Experimentation, Data Insights, and Cloud Challenges in the Contact Centre Industry…

How Low CSAT is Eroding your Brand & Revenue

The silent revolt: how low CSAT is silently eroding your brand and revenue (and what to…

2024’s Top Contact Centre Tech Trend Predictions

2024’s top contact centre tech trend predictions – and the drivers behind them This time last…

From Risky to Business-Ready: 2024 AI Trends & Predictions

Quite possibly one of the biggest topics in technology over the last year – Artificial Intelligence…

Consumers Demand More Accessible Phone Numbers from Banks

One in Four Consumers Demand More Accessible Customer Service Phone Numbers from Banks, Research Finds The…

How Generative AI Is Empowering Not Replacing Agents

Navigating the Future: How Generative AI Is Empowering Not Replacing contact centre Agents Robert Mansfield, CTO…

The Importance of Tone in Artificial Intelligence: A missed opportunity

The importance of tone in artificial intelligence: A missed opportunity Anders Hvelplund, SVP, Jabra It’s no…

Brits Prefer Traditional Phone Calls to Emails for Customer Support

New Research Reveals Brits Prefer Traditional Phone Calls to Emails for Customer Support in contact centres…

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