Customer
Contact
Insights

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.

According to the Resolution Foundation, ‘Rising inflation puts Britain on course for deepest living standards squeeze in six decades’.

An introduction and what you need to know for now

Tips on how to reduce risk exposure and avoid unnecessary cost.

B2B sales and marketing operations’ compliance ‘exemption’ shattered by the ICO. Time to re-assess your risk profile, data and operational management.

Current and future role of AI in delivering self-service and optimising contact centre resources

Payments data security standards within the contact centre supply chain 12:30-13:15, 18 January 2022

With almost six million people around England living in homes provided and supported by housing associations, ensuring that services are delivered to residents, including vulnerable people, is critical.

Recent news on the emergence of the potentially more virulent Covid-19 Omicron variant has dominated the headlines globally. Inevitably, although the initial focus was on South Africa and neighbouring countries, Omicron’s impact is now being felt across the world.

What do Boris Johnson, Len McCluskey, Philip Schofield and Mike Ashley all have in common? The thing that links this peculiar group is that their organisations, parties, or companies have all been fined by the Information Commissioner’s Office (ICO) over the past few months for illegal marketing activities.