In health & wellbeing, every interaction matters. As digital healthtech and rising expectations put pressure on contact centres, leading brands are turning cost centres into care hubs. By blending automation with empathy, they scale securely while protecting the trust and human connection that define the wellbeing experience.
AI boosts contact centre efficiency fast but without safeguarding agents, early gains collapse into burnout, turnover, and falling CSAT. The answer is agentic AI: systems that handle tasks while empowering humans, sustaining productivity and long-term ROI.
Georgia is rapidly positioning itself as a rising outsourcing destination, combining low costs, strong government incentives and a multilingual talent pool. With labour up to 50% cheaper than Central Europe and IT exports topping $1 billion in 2024, the country is attracting global players such as Majorel, Concentrix and EPAM Systems. Supported by modern infrastructure and a culture rooted in hospitality, Georgia is moving beyond call centres into fintech, AI and digital services, making it one of Europe’s most dynamic new hubs for nearshore and offshore delivery.
Pure Voice AI is the most disruptive contact centre use case yet, replacing agents for certain interactions with fully autonomous, human-like conversations. Beyond efficiency, it promises 24/7 service, smoother demand, and seamless multilingual support, making it a transformative shift for customer experience.
AI-powered hands-free conversations remove admin tasks, letting agents focus fully on the customer for faster, smarter, and more human interactions
As contact centre queries grow more complex, Agent Assist AI supports agents in real time, analysing calls, retrieving context, and guiding conversations. It reduces cognitive load, speeds up onboarding, and boosts satisfaction, helping transform contact centres into proactive value generators.
Are we entering the era of “perma-peak”? As demand surges become less predictable, this article explores how contact centres can stay agile with real-time planning, flexible resourcing, and smarter demand management.
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.
Long known for its vibrant culture, world-class athletes, and picture-perfect coastlines, Jamaica is now earning recognition as a high-performing destination for business process outsourcing (BPO) and customer experience (CX) services.
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.
Optimising your outbound contact centre with KPIs, strategy, and strong leadership for better performance and engagement.
Embedding Learning and Development into Sustainable Outsourcing Models.