Customer
Contact
Insights

While AI and automation dominate the conversation about the future of customer contact, most organisations struggle not with technology, but with execution. The real gap sits in the people layer, outdated roles, legacy metrics, and leadership models that no longer reflect the work agents are actually doing. Becoming Future Fit means aligning technology, culture, and measurement around human value.

Six months on from our “Year of Difficult Conversations” whitepaper, a clear paradox has emerged. AI in contact centres delivers rapid wins, but without careful planning, those gains risk eroding into burnout, attrition, and declining customer satisfaction. This ‘AI Paradox’ shows why sustainable transformation depends on balancing efficiency with agent wellbeing.

AI-powered hands-free conversations remove admin tasks, letting agents focus fully on the customer for faster, smarter, and more human interactions

Embedding Learning and Development into Sustainable Outsourcing Models.

In our recent webinar we explored the results from an L&D survey that we have completed with our network, we were joined by Nathan Dring, People Development Lead for Customer Contact Panel, Georgia Harbison Head of Sales at Cognexo and James Walker Chief Revenue Officer at miPerform to discuss the findings and implications.

Much is being said in the media around the expected changes to worker rights following the change in government, but as an industry are we already ahead of the curve?

Dive into the latest Location Watch article, on Pakistan, penned by our friends Jawad Farooq and Elaine Seculer at Taskaler who give their boots on the ground view on why you should consider Pakistan as your next outsourcing destination of choice.

Communicating with and managing customers may have never been more critical, manufacturers changing how they do this could realise significant benefits across their business.

How to break through 2024’s state of corporate inertia, fuelled in the UK and US by imminent government elections.

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

In today’s fast-paced world of customer service, call centres remain at the forefront of customer interactions. However, with the rise of digital transformation, AI and changing customer expectations, the demands on call centre staff have never been higher. As such, the ability for them to learn and grow is more crucial than ever before.

Are team meetings and huddles a thing of the past? Or do they still give team members the opportunity to connect, share insights, and address critical issues? Let’s explore.