Customer
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Insights

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

Reducing the cost of customer engagement. What is the current and future role of Ai in delivering self-service and optimising contact centre resources 
Outsourcers: 13:00-13:45, 29 September 2021

Webinar 1  (Client only – not for outsourcers) Reducing the cost of customer engagement – what is the current and future role of Ai in delivering self-service and optimising contact centre resources 12:00-12:45, 29 September 2021

We take a look at some of the potential pitfalls of automation and put forward our thoughts on how to avoid the poor use of technology within your customer-facing operations

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.

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?

Do we need to be living in fear of the robot uprising, or is it business as usual?