Customer
Contact
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.

Find out why Bulgaria is on everybody’s lips when comes to sourcing high quality cost effective multi-lingual support within the European Union

What goes into partnering with an outsourced contact centre?

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

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.

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

Even through these adverse times, the outsourcing industry in Ukraine has remained resilient and is still very much open for business – providing a lifeline to those who need it most.”

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.

As contact centres roles are transitioned to relatively new offshore locations like South Africa, does this quiet ‘second wave of offshoring’ signal the end of the mainstream, volume UK outsourced contact centre market?