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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.

The potential implications

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.

Why just letting the grass grow will never produce the desired result. Summer is over and my annual attempt to turn what was once a space to play a bit of footy with the kids into a colourful wildflower meadow has once again well and truly failed.

Looking past the glitter to avoid picking the fool’s gold…Understanding the role of sales in any organisation is not a complex thing. Keeping the sales role in some context, may not be so easily understood and may take the shine away from that first impression.

3 key challenges facing contact centres

In February and March 2022 two more of the top 5 global tech’ giants joined Amazon and Microsoft by announcing their entry into the customer management and contact centre technology space. One of those giants was Meta, the other Google.

The BBC recently reported something that to my mind had already happened a while back, making WhatsApp available to businesses so that they can interact with the customers

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.

Increasing sales conversion, the current and future role of analytics and quality management 12:30-13:15, 18 November 2021