Better together: How embracing collaboration can help local councils achieve digital autonomy By Mark Gannon, Director…
Category: – Articles
A Common-Sense Approach to Employee Engagement
A Common-Sense Approach to Employee Engagement within the contact centre – The message from Dave Hoekstra…
Empowering Contact Centre Agents with AI & Automation
The rapid advancements in artificial intelligence (AI) and automation technologies have transformed various industries and the…
Empowering Tomorrow’s Payments: Adapting to ‘Consumer Duty’ Legislation
Empowering Tomorrow’s Payments: Adapting to ‘Consumer Duty’ Legislation within your contact centre with PCI Pal As…
Consumer Duty: Common Sense for Contact Centres
Consumer Duty: common sense for contact centres When we talk to operations, customer service and contact…
Achieving Contact Centre Fitness – Strategies & Tools
In his last of five articles Craig Farley, Head of Consulting at IPI, discusses why strategies…
Jabra Research Reveals Millennials Feel Ostracised in Hybrid Meetings
Exclusion epidemic: Jabra research reveals Millennials feel most ostracised in hybrid meetings – Millennials are over…
Why Contact Centres Need to Prioritise Training & Enablement
In his forth of five articles Craig Farley, Head of Consulting at IPI, discusses why contact…
How Contact Centre Pain Points can Affect Stress Levels
How Contact Centre Pain Points can Affect Stress Levels in the contact centre In his third…
Positioning Family Wellbeing at the Heart of the Contact Centre
Positioning Family Wellbeing at the Heart of the Contact Centre In his second of five articles…
Financial Wellbeing: Supporting The Contact Centre Agent
Financial Wellbeing in the Contact Centre: Supporting Contact Centre Agents Through Difficult Financial Times In his…
Why you may be Annoying in Online Meetings
4 Reasons why you may be annoying your colleagues in online meetings In today’s hybrid world…
So What’s the Best Accent in the Contact Centre?
So what’s the best accent to have in the contact centre? The good folk at Sheffield…
Sentiment Analysis and the Tenant Satisfaction Measures
Sentiment Analysis and the Tenant Satisfaction Measures – Caroline Thomas, Senior CX Service Designer at Fournet…
How Conversation Analytics can help contact centres
How Conversation Analytics can help contact centres improve the customer experience in an Omnichannel environment. Investing…
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…
Organisations Can Leverage Voice Data in Contact Centres
It’s Your Data, Use It – How Organisations Can Leverage Voice Data in Contact Centre Operations…
Omnichannel Shopping For Frictionless Customer Experiences
Omnichannel Shopping and Removing Friction between In-Person and Digital Experiences – Contact Centre Outsoure Company Ventrica…
Empowering Contact Centre Agents to Deliver Excellent CX
Empowering Contact Centre Agents – Sabio Group’s Interview with Microsoft At Sabio Group’s Disrupt 2023 event…