Contact Centres in 2030: The AI Frontier – Where Humans and Machines Unite Kevin McGachy, Head…
Category: – Articles
AI-Powered Customer Service: Revolutionising the Support Experience
The evolution of customer service has transitioned from traditional contact centres to digital platforms. This shift…
The Future of Contact Centres: Navigating the Metaverse
The journey from call centres to today’s contact centres is like watching black-and-white TV turn into…
The Unseen Scale of Nuisance Communications
Quadient warns of unseen scale of nuisance communications, as email scams push total complaints up by…
Keeping up with Regulation: Ready to Report Tenant Satisfaction Measures?
Keeping up with regulation: Are you ready to report against the Tenant Satisfaction Measures Standard this…
How IPI Can Help Elevate Your Insurance Contact Centre
How IPI Can Help Elevate Your Insurance Contact Centre Join IPI for an insightful discussion featuring…
Why is Omni-Channel Customer Service so Important?
Customer Service is king. With 80% of consumers more likely to buy from brands that offer…
Understanding Customers & Recognising Vulnerability in Contact Centres
The continued cost of living crisis is expected to affect consumers over the course of the…
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…