Customer
Contact
Insights

Optimising your outbound contact centre with KPIs, strategy, and strong leadership for better performance and engagement.

Embedding Learning and Development into Sustainable Outsourcing Models.

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.

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.

Why it matters and how to mitigate risks with the right Outsourcing Partner

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.

Is the traditional Christmas peak season a thing of the past?

When a topic comes up in conversation, I often find myself wanting to dig in deeper. When a topic comes up twice in quick succession, then why not get people together and have a chat around it for an article, as I did last week with Simon Kissane and Jonathan West?

Sometimes the most interesting things you can come across reading online aren’t so much the revelatory bombshells. Instead, they can be simple or elegant explanations of things you previously knew, but couldn’t articulate well.

What would an AI generated podcast about automation look like? We decided to investigate and to share our findings.

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.