Customer
Contact
Insights

Summary of our latest payments webinar, focusing on creating a competitive advantage through compelling customer payment capabilities!

What are the current challenges being faced in the Insurance sector? Are most businesses plotting a course into unchartered economic disaster?

When a crisis hits, customers can quickly lose trust. So what do they actually expect from a business when things go wrong – and what should your response plan include?

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“

Housing associations are under pressure to improve service while managing cost and complexity. So where can technology, outsourcing and better use of data make the biggest difference?

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?

Peak demand puts pressure on every contact channel. So where should voice still play a role – and when can self-service, messaging, automation or outsourcing handle the load better?

When organisations commit to reducing headcount, the pressure to find productivity gains rises fast. Could that make AI adoption more urgent – and what does good implementation look like in practice?

The Government’s anti-fraud strategy could change how contact centres approach cold calling, spoofing and lead generation. Which parts matter most in practice – and where could businesses be exposed?

Customers move between channels depending on what they need and how complex the conversation is. So how do you choose the right mix – and where does human interaction still matter most?