WhatsApp can make customer service more convenient, but asynchronous messaging creates new challenges around response times, hand-offs and switching channels. So what should businesses think through before adopting it?
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
Older consumers can be especially vulnerable to poor sales and marketing practices. So how should businesses adapt customer journeys, data use and communications to protect customers without excluding them?
Multilingual recruitment can be difficult when the right language skills are scarce locally. So what are the practical options – recruit in the UK, hire overseas, use remote workers or outsource?
According to the Resolution Foundation, ‘Rising inflation puts Britain on course for deepest living standards squeeze in six decades’.
PCI DSS v4.0 introduced a more flexible, continuous approach to payment security. What changed, and what do organisations need to prepare for?
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.
AI, bots and automation can reduce the cost of customer contact, but only if they are used in the right places. So which interactions should be automated – and where do people still add most value?
Payments data security standards within the contact centre supply chain 12:30-13:15, 18 January 2022
Housing associations face a difficult balance between service quality, rising demand and support for vulnerable residents. So where can technology, data and better service design make the biggest difference?