To help navigate these changes, here are 5 key steps on how to design a customer service infrastructure that not only keeps you on right side of the law but will supercharge the support you provide to your ever growing customer base.
Why do good ideas fail in delivery? Explore the practical steps that turn intent into successful transformation, from defining the problem to measuring and resourcing it properly.
Even through these adverse times, the outsourcing industry in Ukraine has remained resilient and is still very much open for business – providing a lifeline to those who need it most.”
A distillery visit sparked some unexpected lessons for contact centres – from knowing your strengths to keeping the right balance of people, technology and outsourcing.
As contact centres roles are transitioned to relatively new offshore locations like South Africa, does this quiet ‘second wave of offshoring’ signal the end of the mainstream, volume UK outsourced contact centre market?
The right partner can help challenge assumptions, expose blind spots and make better decisions about change, technology and customer experience. Like the proverb says “if you want to go fast, go alone. If you want to go far, go together”.
Does committing to a traditional fixed-model outsourced contact centre arrangement feel like a risky undertaking these days? Are some outsourcers at risk by sticking with a ‘vanilla’ static service contract, rather than moving with the times? Let’s find out.
Contact centre roles are changing fast. Explore why continuous, personalised learning matters more than one-off training for closing skills gaps and developing people.
Are team meetings and huddles a thing of the past? Or do they still give team members the opportunity to connect, share insights, and address critical issues? Let’s explore.
Growth means different things to different people and none of them are wrong, in this article we seek to highlight how a win/win can be achieved in terms of business and personal growth.
As automation removes simpler contacts, agents are left handling more emotionally demanding conversations. What does that mean for empathy, recruitment, leadership and employee support?
In a contact centre technology world now dominated by AI and multiple customer engagement channels, it’s essential that whatever we use to measure quality is looking at everything we do, all of the time.