Amazon, Microsoft, Google and Meta were all moving deeper into contact centre technology. What could that mean for established vendors, competition and the shape of the market?
ISO certification can strengthen credibility and governance, but it also takes time, money and internal commitment. So when is it actually worth pursuing?
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.
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?
Where is “voice” and how do we position this most effective mode of human communication, within a brand’s customer contact strategy?
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?
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’.
PCI DSS v4.0 introduced a more flexible, continuous approach to payment security. What changed, and what do organisations need to prepare for?