The impacts of a cyber-attack, health emergency or data breach can be devastating for the business, both financially and reputationally.
As consumer habits change and adapt, there is little excuse not to feel enabled to address the challenges driven by customers growing preference to communicate with their fingers rather than their voices.
Is your business about to be caught in a ‘subscriptions trap’ of its own? The Digital Markets, Competition and Consumers Bill is now making its way through parliament with the UK government aiming to “stamp out unfair practices and promote competition in digital markets“
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.
How to create a competitive advantage through compelling customer payment capabilities!
With the 3rd largest labour-force in Europe, Turkey has seen a rise of a young, highly-educated, multilingual workforce, who are driving the recent boom in outsourced services delivered out of Turkey.
Are traditional UK BPO’s currently walking along a precarious tight rope? Are some UK outsourcers struggling to regain their balance due to events over the past couple of years?
Does voice remain the undisputed champion when it comes to supporting customers during peak periods such as Black Friday and Christmas?”
Will job cuts at the likes of BT and Vodafone clear the way for the adoption of artificial intelligence (AI) tools and techniques to enable these cuts?
What does this new Strategy mean for business and those of us involved in the management of contact centres?
It might not be a surprise to learn that my last article about ChatGPT was actually written by the popular large language model (LLM) tool about itself. I wanted to, without bias, illustrate its ability to produce (seemingly) factual based content and highlight its limitations by contrasting it against our other thought-provoking, insightful and opinion-based articles written by industry experts.I thought I’d further illustrate this by sharing my thoughts on the contact centre journey we are all on and picking up on the learning points from some recent deployments.