In June 2018, we wrote ‘Rise of the Robots’, a short article which struck a chord with many people. Over a year later, we think it’s time to see whether the future we worried about is happening… yet, or at all.
Recent research shows that the big three mobile operators are falling short on customer service, we highlight the top customer service complaints.
How can you be expected to know which Contact Centres are a good match for your needs? The Contact Centre Panel exists to use our knowledge to find the best Contact Centres for our Clients’ needs. One size does NOT fit all!
The dynamics around the introduction of automation technologies and planning for the future mean traditional commercial models must be challenged by Contact Centres and clients, to achieve best results.
In the Contact Centre and Outsourcing industry Digital Disruption is big. Deep learning, Artificial Intelligence and chat bots are on everyone’s lips. At the sharp end, what impact is being felt?
In this article, we consider the differences – and the similarities – between B2B Contact and B2C Contact to establish how B2B specialist Contact Centres can add value to the right business relationships.