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.