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.
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.
Dive into the latest Location Watch article, on Pakistan, penned by our friends Jawad Farooq and Elaine Seculer at Taskaler who give their boots on the ground view on why you should consider Pakistan as your next outsourcing destination of choice.
Can AI and automation really help you manage vulnerable customers
(and their data)?
Steve Sullivan, Performance Solutions Director and Nev Doughty, Partnerships & Growth Director reflect on our recent event.
Communicating with and managing customers may have never been more critical, manufacturers changing how they do this could realise significant benefits across their business.
Contact centres are challenging environments and those who suggest all the work they do can be automated are failing to see this complexity.
To help navigate these changes, here are 5 key steps on how to design a customer service infrastructure that not only keeps you on right side of the law but will supercharge the support you provide to your ever growing customer base.
When an afternoon away from the office resonates in this many ways it is only right that we should share the learnings, observations and unexpected parallels.
What’s new to me, you may have done several times before. So, sharing in the experience of others could help us get further than by trying to go it alone. Like the African proverb says “if you want to go fast, go alone. If you want to go far, go together”.
Growth means different things to different people and none of them are wrong, in this article we seek to highlight how a win/win can be achieved in terms of business and personal growth.
Once again, the football transfer window was a busy one, a frenzy of activity to ensure that your squad is in the best possible shape for the season ahead. However, in contact centres we are dealing with transfers all year round and worryingly if they are inappropriate then the costs can be just as eye watering!”
Yes, we are hearing lots about automation. But people still have a key role to play!