Customer
Contact
Insights

Knowing when to ask for help is something that many people struggle with, but in tough times it can be transformational.

Following on from my previous article exploring Eastern Europe’s rising popularity as an outsourcing destination of choice, I thought it would be prudent to explore both the known and lesser known countries of the region and lift the lid on what they bring to the outsourcing community. So this time, we explore Kosovo.

It’s not going to be another GDPR! As stated in the Queen’s Speech earlier this summer, the Government’s new Data Reform Bill promises to “…boost British business, protect consumers and seize the benefits of Brexit”, which all sounds wonderful.

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

Rising billing, growing fuel poverty and a new quarterly price cap update.

Where is “voice” and how do we position this most effective mode of human communication, within a brand’s customer contact strategy?

An introduction and what you need to know for now

Current and future role of AI in delivering self-service and optimising contact centre resources

Payments data security standards within the contact centre supply chain 12:30-13:15, 18 January 2022

Recent news on the emergence of the potentially more virulent Covid-19 Omicron variant has dominated the headlines globally. Inevitably, although the initial focus was on South Africa and neighbouring countries, Omicron’s impact is now being felt across the world.

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