Customer
Contact
Insights

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.

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.

In November we were proud to host a webinar with David Rickard from Everest Group as our guest speaker sharing some of the insights from their latest research on the state of the CX market.

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?

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.

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.

Noticed anything different around here? We’re still CCP but with a slightly different flavour. Find out why.

Can AI and automation really help you manage vulnerable customers
(and their data)?

Steve Sullivan, Performance Solutions Director and Nev Doughty, Partnerships & Growth Director reflect on our recent event.   

Find out why Bulgaria is on everybody’s lips when comes to sourcing high quality cost effective multi-lingual support within the European Union