Customer
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Insights

How to break through 2024’s state of corporate inertia, fuelled in the UK and US by imminent government elections.

Brands need to find a way for their teams to deliver the friendly, empathetic, personalised and efficient service that underpins long-term customer relationships.

Contact centres are challenging environments and those who suggest all the work they do can be automated are failing to see this complexity.

Providing a deeper understanding of how AI can be leveraged to foster meaningful connections in contact centres, ensuring more personalised and effective interactions.”

AI use cases and human considerations for contact centres

We are constantly told that there are no bad ideas and maybe there aren’t – maybe it’s the execution of ideas that results in undesirable outcomes

Does committing to a traditional fixed-model outsourced contact centre arrangement feel like a risky undertaking these days? Are some outsourcers at risk by sticking with a ‘vanilla’ static service contract, rather than moving with the times? Let’s find out.

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!

Summary of our latest payments webinar, focusing on creating a competitive advantage through compelling customer payment capabilities!

As consumer habits change and adapt, there is little excuse not to feel enabled to address the challenges driven by customers growing preference to communicate with their fingers rather than their voices.

With almost six million people around England living in homes provided and supported by housing associations, ensuring that services are delivered to residents, including vulnerable people, is critical.