Customer
Contact
Insights

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!”