Consumer Duty isn’t going anywhere and the FCA expects more. This article explores key next steps, with a spotlight on why supply chains and contact centres are now critical to getting it right.
As regulations tighten, AI is helping contact centres identify vulnerable customers more accurately and consistently. By analysing language and emotion in real time, businesses can act quickly to protect at-risk individuals, reducing both compliance risk and reputational damage. This is technology supporting ethical service at scale.
Auto Coaching uses AI to analyse agent interactions and deliver personalised, real-time feedback. It saves team leaders hours of prep, improves coaching consistency, and helps agents develop faster. All driving better customer experience and operational efficiency.
Auto QA uses AI to review 100% of calls, cutting QA effort by 75% while boosting accuracy, consistency, and compliance.
Manually summarising calls takes time and leads to errors. AI-driven autowrap automates this task, cutting wrap time by up to 50%, improving accuracy, and freeing agents to focus on customers—making it an easy win for contact centres.
AI is already transforming contact centres. We’ve unpacked seven high-impact use cases—from auto call summarisation to full voice AI—proving the future is now. Here’s where to start, what’s working, and how to deliver real value, fast.
To help navigate these changes, here are 5 key steps on how to design a customer service infrastructure that not only keeps you on right side of the law but will supercharge the support you provide to your ever growing customer base.
Does committing to a traditional fixed-model outsourced contact centre arrangement feel like a risky undertaking these days? Are some outsourcers at risk by sticking with a ‘vanilla’ static service contract, rather than moving with the times? Let’s find out.
Ofgem has just finished a brief consultation period on its proposals to improve standards of customer service and experience for domestic customers. The new standards are set to go live at the end of the year and will create new challenges for energy firms – and fresh opportunities for technology and outsourced service providers.
Summary of our latest payments webinar, focusing on creating a competitive advantage through compelling customer payment capabilities!
Is your business about to be caught in a ‘subscriptions trap’ of its own? The Digital Markets, Competition and Consumers Bill is now making its way through parliament with the UK government aiming to “stamp out unfair practices and promote competition in digital markets“
How to create a competitive advantage through compelling customer payment capabilities!