Are Contact Centre Agents more productive at home or in the office? John Colgan, CEO of…
Tag: Articles
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…
Contact centre roles are adapting to market needs
Contact centre roles are adapting to market needs so says Hervé Leroux, Chief Marketing Officer at…
Understanding AI-driven Forecasting: A Look Inside injixo Forecast
Can AI really predict the future? You’ve probably heard countless forecasting solutions claiming AI capabilities, but…
Using tech for good: Building trust in customer communications
Using tech for good: Building trust in customer communications – Martin Brown, CCO at customer service…
Agent Empowerment is key to achieving CX Excellence
Why contact centre agent empowerment is key to achieving customer service excellence Agent empowerment is vital…
How AI is Revolutionising the Customer Experience Journey
How AI is Revolutionising the Customer Experience Journey in the contact centre – Kevin McGachy, Head…
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…
Optimising & Automating with Call Intent: Key to an Optimal CX
Optimising and automating with call intent: the key to an optimal customer experience To deliver a…
Compassion, the beating heart of contact centres
Compassion, the beating heart of contact centres – Philip Rushton Director of Contact Centre Business Development at…
Using Data to Drive your Wellbeing strategy – Sabio Group
Using data to drive your wellbeing strategy – Phoebe Asquith – Research Psychologist & Senior Business…
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…