Customer
Contact
Insights

Customer and employee experience remain central to all things contact centre, even – or especially – when technology is evolving rapidly.

While your business and contact centre may be unique, core industry issues tend to repeat themselves. It’s crucial to have your finger on the pulse of common contact centre problems to solve them effectively.

In our recent webinar we explored the results from an L&D survey that we have completed with our network, we were joined by Nathan Dring, People Development Lead for Customer Contact Panel, Georgia Harbison Head of Sales at Cognexo and James Walker Chief Revenue Officer at miPerform to discuss the findings and implications.

Much is being said in the media around the expected changes to worker rights following the change in government, but as an industry are we already ahead of the curve?

A permanent change is putting increasing stress on organisations to restructure how they equip themselves to communicate with their customers, irrespective of their target market or sector.

With automation and AI high on the agenda, are we missing a trick by striving for customers to self-serve? We examine whether we might be throwing away valuable opportunities to engage with customers and identify other value add or sales opportunities.