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.
As regulations tighten, AI is helping contact centres identify vulnerable customers more accurately and consistently. By analysing language and emotion in real time, businesses can act quickly to protect at-risk individuals, reducing both compliance risk and reputational damage. This is technology supporting ethical service at scale.
Auto Coaching uses AI to analyse agent interactions and deliver personalised, real-time feedback. It saves team leaders hours of prep, improves coaching consistency, and helps agents develop faster. All driving better customer experience and operational efficiency.
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.