At Contact Centre Panel, we are fortunate to have many conversations each month with our clients and partners, we enjoy discussing what is happening specifically in businesses but love talking about industry trends and what the future of CX looks like. So last week, I was stopped in my tracks when a partner asked, “what about insourcing at the moment?”
In February and March 2022 two more of the top 5 global tech’ giants joined Amazon and Microsoft by announcing their entry into the customer management and contact centre technology space. One of those giants was Meta, the other Google.
You might be thinking, that ISO thing I’ve heard so many people talking about, what is it? Is it worth it?
The rapid move to homeworking in the pandemic, saw a big reduction in pollution caused by business travel. The International Energy Agency (IEA) recorded an 8% fall in CO2 emissions in 2020 due to this change of behaviour.
The BBC recently reported something that to my mind had already happened a while back, making WhatsApp available to businesses so that they can interact with the customers
The last two years have put tremendous pressure on the employer-employee relationship. From vaccination to workplace safety measures, the pandemic has introduced plenty of new potential sources of conflict, and in many cases, employers’ COVID response and their handling of COVID-related issues continue to be a source of resentment.
Rising billing, growing fuel poverty and a new quarterly price cap update.
Never ask your employees to do something you wouldn’t be willing to do yourself
First, some history…a few weeks ago, the Information Commissioner’s Office (ICO) announced a series of related fines on firms using illegal telemarketing tactics. Five firms in the appliance warranty insurance sector were fined a total of £405,000. And at least one of them appears to have already gone out of business.
Where is “voice” and how do we position this most effective mode of human communication, within a brand’s customer contact strategy?
If you’re running a contact centre, especially one providing multilingual services, the dominant news themes of the past few years, Brexit, The ‘Great Resignation’ and War, have all compounded to make a challenging job even more difficult.
The last two years have put tremendous pressure on the employer-employee relationship.