Customer
Contact
Insights

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.

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

AI use cases and human considerations for contact centres

We are constantly told that there are no bad ideas and maybe there aren’t – maybe it’s the execution of ideas that results in undesirable outcomes