Customer
Contact
Insights

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

With automation and AI high on the agenda, are we missing a trick by striving for customers to self-serve? We examine whether we might be throwing away valuable opportunities to engage with customers and identify other value add or sales opportunities.

Providing a deeper understanding of how AI can be leveraged to foster meaningful connections in contact centres, ensuring more personalised and effective interactions.”

Selecting a B2B telemarketing partner? Recent years have been turbulent. Several “black swan events” arrived en-masse and continue to impact lives and businesses. Yet the fundamental requirements to deliver growth, manage retention or increase revenue per customer remain.

The circle of life may be a wheel of fortune, however as the economy gets tougher and disposable incomes reduce, those running sales contact centres cannot afford to leave anything to chance.

The dynamics around the introduction of automation technologies and planning for the future mean traditional commercial models must be challenged by Contact Centres and clients, to achieve best results.

In this article, we consider the differences – and the similarities – between B2B Contact and B2C Contact to establish how B2B specialist Contact Centres can add value to the right business relationships.