Customer
Contact
Insights

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

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?

In a contact centre technology world now dominated by AI and multiple customer engagement channels, it’s essential that whatever we use to measure quality is looking at everything we do, all of the time.

In Part 2 of this 3 part series, our friends at Insight and Design Group (IDG) look at how insurers are employing predictive analytics and AI for claims forecasting, fraud detection, and risk assessment, allowing them to make data-driven decisions and streamline operations.

Putting a face behind the figures. Working at any company involves a lot of numbers. Sales, profit, staff, complaints, customers, budgets, leavers, joiners, costs, income – the list goes on and on.

Whilst we have seen a slight reduction in inflation recently in the UK (and globally), the impact felt has been minimal in truth. Inflation in the UK is still over 10% as of 7th March, with other European countries such as Italy (10%), Germany (8.7%) and France (6%) also being impacted.

Customer experience management and digitisation has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving significant new investments in integration and setting a new standard for customer expectations globally.

According to the Resolution Foundation, ‘Rising inflation puts Britain on course for deepest living standards squeeze in six decades’.

A deal? Not a data deal

Preparing for a post Brexit world…the implications on data usage

Will relaxed homeworking regulations increase risk?