Customer
Contact
Insights

New year, new you? So, it’s all over. The preparations, food, presents and Santa has been and gone. It’s a new year but is it a new you?

What’s all the fuss about? The past few months have been busy ones here at Contact Centre Panel. So much so, some of the latest news and updates in the world of tech have well and truly passed me by.

Customer experience management and digitisation has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving significant new investments in integration and setting a new standard for customer expectations globally.

I’ve recently got hooked on the latest big mobile game that is Marvel Snap. A “free-to-play” mobile game, where players collect cards based on Marvel characters, building competitive decks based on those cards’ stats and special powers and then battling other players. It’s fair to say that any spare time between work and dad duties has been taken up with a few games of Snap here and there!

The circle of life may be a wheel of fortune, however as the economy gets tougher and disposable incomes reduce, those running sales contact centres cannot afford to leave anything to chance.

The FCA’s Consumer Duty regime is a big deal. It’s been a long time in consultation, review and preparation and if you are an FCA regulated firm and if you’re not already very familiar with what it means, then it’s probably time to start panicking!