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.
How to create a competitive advantage through compelling customer payment capabilities!
It might not be a surprise to learn that my last article about ChatGPT was actually written by the popular large language model (LLM) tool about itself. I wanted to, without bias, illustrate its ability to produce (seemingly) factual based content and highlight its limitations by contrasting it against our other thought-provoking, insightful and opinion-based articles written by industry experts.I thought I’d further illustrate this by sharing my thoughts on the contact centre journey we are all on and picking up on the learning points from some recent deployments.
What’s all the fuss about? The past few months have been busy ones here at Contact Centre Panel. So much so, some of the latest news and updates in the world of tech have well and truly passed me by.
Customer experience management and digitisation has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving significant new investments in integration and setting a new standard for customer expectations globally.
Celebrating an oasis of opportunity. As the east wind blows in the first of the winter frosts, it’s a warming thought to remember a very pleasing and refreshing two days spent at Call & Contact Centre Expo (C&CC Expo) a few weeks ago.