Recent research shows that the big three mobile operators are falling short on customer service, we highlight the top customer service complaints.
The dynamics around the introduction of automation technologies and planning for the future mean traditional commercial models must be challenged by Contact Centres and clients, to achieve best results.
In the Contact Centre and Outsourcing industry Digital Disruption is big. Deep learning, Artificial Intelligence and chat bots are on everyone’s lips. At the sharp end, what impact is being felt?
In this article, we consider the differences – and the similarities – between B2B Contact and B2C Contact to establish how B2B specialist Contact Centres can add value to the right business relationships.
Do we need to be living in fear of the robot uprising, or is it business as usual?