Business Management & Continuity
Optimising Your Outbound Contact Centre
Optimising your outbound contact centre with KPIs, strategy, and strong leadership for better performance and engagement.
Customer
Contact
Insights
Business Management & Continuity
Sustainable Outsourcing Through Continuous Learning
Embedding Learning and Development into Sustainable Outsourcing Models.
White Papers
2025: A Year of Difficult Conversations?
Our 2024 ‘Big Conversation’ uncovered key challenges for the year ahead with cross-sector contact centre leaders. One theme dominated: success in 2025 will depend on how well businesses navigate ‘difficult conversations’ – both within their organisations and with their customer and suppliers.
Customer experience
Customer Adoption of Automated Voice Solutions
AI and Automation has changed at pace over the past 5 years, now we need to ensure that customers know how to get the best from it.
Customer experience
Delivering on the Brand Promise
Why it matters and how to mitigate risks with the right Outsourcing Partner
Business Management & Continuity
Outsourcing: It’s not as simple as it used to be
Outsourcing used to be a no-brainer for businesses. A sure-fire solution to cut costs and tap into global expertise, and boom – I’ve just outsourced my requirement. However, in today’s world, it’s a little more complicated. With everything from political shifts to new technologies and rising customer expectations, outsourcing decisions have become a much longer and more detailed affair.
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