In November we were proud to host a webinar with David Rickard from Everest Group as our guest speaker sharing some of the insights from their latest research on the state of the CX market.
When a topic comes up in conversation, I often find myself wanting to dig in deeper. When a topic comes up twice in quick succession, then why not get people together and have a chat around it for an article, as I did last week with Simon Kissane and Jonathan West?
Sometimes the most interesting things you can come across reading online aren’t so much the revelatory bombshells. Instead, they can be simple or elegant explanations of things you previously knew, but couldn’t articulate well.
What would an AI generated podcast about automation look like? We decided to investigate and to share our findings.
Customer and employee experience remain central to all things contact centre, even – or especially – when technology is evolving rapidly.
While your business and contact centre may be unique, core industry issues tend to repeat themselves. It’s crucial to have your finger on the pulse of common contact centre problems to solve them effectively.
In our recent webinar we explored the results from an L&D survey that we have completed with our network, we were joined by Nathan Dring, People Development Lead for Customer Contact Panel, Georgia Harbison Head of Sales at Cognexo and James Walker Chief Revenue Officer at miPerform to discuss the findings and implications.
Much is being said in the media around the expected changes to worker rights following the change in government, but as an industry are we already ahead of the curve?
A permanent change is putting increasing stress on organisations to restructure how they equip themselves to communicate with their customers, irrespective of their target market or sector.
With automation and AI high on the agenda, are we missing a trick by striving for customers to self-serve? We examine whether we might be throwing away valuable opportunities to engage with customers and identify other value add or sales opportunities.
Noticed anything different around here? We’re still CCP but with a slightly different flavour. Find out why.
Dive into the latest Location Watch article, on Pakistan, penned by our friends Jawad Farooq and Elaine Seculer at Taskaler who give their boots on the ground view on why you should consider Pakistan as your next outsourcing destination of choice.