AI anxiety risks talent drain in contact centres – but it doesn’t have to: New research…
Tag: Articles
Steps to Future-Proof Customer Experience for the Age of Agentic AI
Steps to Future-Proof Customer Experience in the contact Centre for the Age of Agentic AI explains…
Multiagent Systems: Taking Agentic AI to the Next Level
Multiagent Systems: Taking Agentic AI to the Next Level in the contact centre Jurgen Hekkink, Head…
Poor Customer Service isn’t a Generational Issue
Poor customer service isn’t a generational issue ~ Why Gen Z aren’t to blame for worsening…
What UK Customers Really Want from Contact Centres in 2025
What UK Customers Really Want from Contact Centres in 2025 We’ve recently launched our “Voice of…
Taking Stress out of your Contact Centre with Agentic AI
Stress Awareness Month – Taking stress out of your contact centre with Agentic AI Jurgen Hekkink,…
WorkL Reveals Key Barriers to Workplace Happiness
As the world celebrates International Day of Happiness (20th March 2025), WorkL reveals that the commute,…
4 CX Tech Trends that Contact Centre Leaders Can’t Ignore
According to Frost & Sullivan, the number one CX priority uncovered for 2025 is Ensuring customer…
How IoT Will Drive Better CX
How IoT Will Drive Better CX – Martin Taylor, Co-Founder & Deputy CEO at Content Guru.…
What Trends Are Going to Be Big in Contact Centres in 2025?
With 2025 well underway, many companies are making changes in their industries, driven by the introduction…
Are Contact Centre Agents More Productive at Home or Office?
Are Contact Centre Agents more productive at home or in the office? John Colgan, CEO of…
Employee Rights Bill: Impact on Workforce Planning in Contact Centres
The new Labour government in the UK has introduced an Employee Rights Bill aimed at strengthening…
Keeping Remote Contact Centre Agents Engaged in an era of ‘Employee Drift’
Keeping remote contact centre agents engaged in an era of ‘employee drift’ Remote working models are…
Financial Conduct Authority Consumer Duty – One Year On
Introduced in July 2023, the Financial Conduct Authority’s (FCA) Consumer Duty, also known as the Duty,…
The Importance of Fraud Prevention Training in Contact Centres
The importance of fraud prevention training in contact centres Rachel Tiffen, Director of Learning at UK-leading…
How Customer Emotion is Impacting Business
The Customer Experience Foundation (CXFO) recent round table event attended by CX providers and contact centres,…
Automation will not drive a reduction in contact centre agents
Automation will not drive a large-scale reduction in Contact Centre agent numbers before 2026 New research…
Senior Leaders in the Water Sector can learn from Contact Centre Agents
How the senior leaders of the water sector can learn from contact centre agents – Hannah…
Modern Phone Manners – is it Goodbye to Hello?
Modern phone manners – is it goodbye to hello in the contact centre? – Moneypenny provides…