Auto QA uses AI to review 100% of calls, cutting QA effort by 75% while boosting accuracy, consistency, and compliance.
Manually summarising calls takes time and leads to errors. AI-driven autowrap automates this task, cutting wrap time by up to 50%, improving accuracy, and freeing agents to focus on customers—making it an easy win for contact centres.
Optimising your outbound contact centre with KPIs, strategy, and strong leadership for better performance and engagement.
Embedding Learning and Development into Sustainable Outsourcing Models.
Why it matters and how to mitigate risks with the right Outsourcing Partner
Outsourcing used to be a no-brainer for businesses. A sure-fire solution to cut costs and tap into global expertise, and boom – I’ve just outsourced my requirement. However, in today’s world, it’s a little more complicated. With everything from political shifts to new technologies and rising customer expectations, outsourcing decisions have become a much longer and more detailed affair.
Sometimes the most interesting things you can come across reading online aren’t so much the revelatory bombshells. Instead, they can be simple or elegant explanations of things you previously knew, but couldn’t articulate well.
While your business and contact centre may be unique, core industry issues tend to repeat themselves. It’s crucial to have your finger on the pulse of common contact centre problems to solve them effectively.
In our recent webinar we explored the results from an L&D survey that we have completed with our network, we were joined by Nathan Dring, People Development Lead for Customer Contact Panel, Georgia Harbison Head of Sales at Cognexo and James Walker Chief Revenue Officer at miPerform to discuss the findings and implications.
Much is being said in the media around the expected changes to worker rights following the change in government, but as an industry are we already ahead of the curve?
A permanent change is putting increasing stress on organisations to restructure how they equip themselves to communicate with their customers, irrespective of their target market or sector.
With automation and AI high on the agenda, are we missing a trick by striving for customers to self-serve? We examine whether we might be throwing away valuable opportunities to engage with customers and identify other value add or sales opportunities.