Overcoming ageing technology hurdles key to modernising police engagement Shub Naha, Director of Critical National Infrastructure…
Category: – Articles
Contact Centres must do more to Support Vulnerable Customers
Contact Centres must do more to support vulnerable customers during economic crises, says HGS Economic challenges…
Navigating a Turbulent Economy with Customer Engagement
Navigating a turbulent economy with customer engagement and automation platforms Citizens and organisations are struggling amid…
Using Data to Drive your Wellbeing strategy – Sabio Group
Using data to drive your wellbeing strategy – Phoebe Asquith – Research Psychologist & Senior Business…
Microsoft Copilot: Latest disruptive AI Capability for Customer Service?
Microsoft Copilot: Is this the latest disruptive AI capability for Customer Service? Stuart Dorman, Chief Innovation…
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…
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…
Your Call is Important to us… Is it Really?
Readers of these blogs would have noted that on occasions I walk a fine line between…
3 Ways to Make Contact Centre Agents More Impactful
Global Research Reveals 3 Ways to Make UK Contact Centre Agents More Impactful Hybrid working and…
How Local Government is Weathering the Storm
The future lies in low code: How local government is weathering the storm Mark Gannon, Director…
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…
What Elephants and Customer Experiences Have in Common
What Elephants and Customer Experiences Have in Common Customers are like elephants; they have amazing memories.…
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…
Look After Your People & Customer Satisfaction Will Improve
Look After Your People And Customer Satisfaction Will Improve Dramatically David Earlam, Chief Operating Officer at…
Cost of Living Crisis Spur Rise in Customer Queries
Cost of Living Crisis to Spur Rise in Customer Queries to the contact centre – Companies…
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…
Are Contact Centres Missing Out on Tasty Customer Data?
Beware Skinny Sweet Shop Owners – Are Contact Centres Missing Out on Tasty Customer Data? Contact…
How to Turning the Unamazing into the Amazing
Turning the unamazing into the amazing – How businesses can meet the demands of digital-savvy customers…
3 Contact Centre Trends that will Shape 2023
A New Year brings about the chance to review the challenges and progress of the previous…