Customer
Contact
Insights

Business Management & Continuity

Are we entering the age of the ‘perma-peak’?

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.

Business Management & Continuity

AI use cases in 2025 – 1: Autowrap: the need for speed

Manually summarising calls takes time and leads to errors. AI-driven autowrap automates this task, cutting wrap time by up to 50%, improving accuracy, and freeing agents to focus on customers—making it an easy win for contact centres.

White Papers

2025: A Year of Difficult Conversations?

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.

Customer Experience

What matters most is experience

Customer and employee experience remain central to all things contact centre, even – or especially – when technology is evolving rapidly.

Industry & CCP News

IBM Innovation Hub Event

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.