Auto QA uses AI to review 100% of calls, cutting QA effort by 75% while boosting accuracy, consistency, and compliance.
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.
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.
Embedding Learning and Development into Sustainable Outsourcing Models.
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.
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.
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.
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.
How to break through 2024’s state of corporate inertia, fuelled in the UK and US by imminent government elections.
Brands need to find a way for their teams to deliver the friendly, empathetic, personalised and efficient service that underpins long-term customer relationships.
Contact centres are challenging environments and those who suggest all the work they do can be automated are failing to see this complexity.