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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.

A not so bazaar choice when looking for a new nearshore alternative David Taylor, Partner Success Manager, Contact Centre Panel considers the markets, mountains and sensational spices; but those are but a few things that come to mind when we think about Morocco. From the souks of Marrakech to the splendour of the Atlas Mountains, Morocco is certainly a popular tourist destination – just ask the 10.9 million tourists that visited Morocco last year

Do employees have a right to time off on 8 May? Many Brits enjoyed not one but two additional bank holidays in 2022: one to mark the Queen’s Platinum Jubilee on Friday 3 June and another on 19 September, the date of Her Majesty Queen Elizabeth II’s State Funeral.

What impact is it having?

Homeworking is now part of contact centre operating models, but has the support around it kept pace? We look at productivity, technology, management and what sustainable remote working really requires.

Is time running out for the (hard to) Cancel Culture?”

The potential implications

Putting a face behind the figures. Working at any company involves a lot of numbers. Sales, profit, staff, complaints, customers, budgets, leavers, joiners, costs, income – the list goes on and on.

Inflation affects far more than household budgets. For contact centres, rising labour, technology and training costs create pressure across the operating model – so where can businesses respond without compromising service?

When it comes to dismissing an employee, there are right and wrong ways to go about it. Get it wrong and you could find yourself in an Employment Tribunal.

What you call frontline roles and the contact centre itself can shape how people see the work, the level of authority they expect and the purpose of the function. So do the names you use still fit?

Choosing a B2B telemarketing partner is about more than price and capacity. What should you look for to reduce risk, protect your reputation and find a partner that can actually deliver?