Articles.

• Article

If you’re not already exploring how to use intelligent virtual assistants in your contact centre, you soon will be. The case for enabling customers to complete interactions without speaking to an agent keeps growing.

• Article

The Covid-19 pandemic has turned organisations inside out. Instead of traditional in-house working practices, large numbers of staff continue to work remotely, at least part of the time.\

Seeking to solve the puzzle of security for the hybrid working model?

• Article

New and evolving technology has been enabling UK contact centres to rapidly transform the ways they interact with customers. Compound this with evidence that customers are willing to adapt and try new channels in unprecedented ways, and it might seem that human-led contact centre support is becoming redundant.

• Article

A couple of years ago, the massive migration to remote working seemed temporary, but now that we see a potential permanence in remote and hybrid business structures, we need to reconsider the tools we’ve been using. 

• Article

When it comes to technology, seven years is effectively a whole generation. This paper draws on the experiences of experts to set out practical approaches to enable a more effective procurement process.

• Article

Times have changed. Digital channels are now mainstream; and many CX organizations have struggled with the growth in transaction volume and complexity. This research finds we’re entering a new phase.

• Article

Customers connect with your business via your website, self-service and mobile apps. And with each interaction, your job changes.
Find out more in this whitepaper

• Article

Utilising virtual agents in contact centres isn’t exactly a novel concept, but trends towards newer and more intelligent systems have been improving the customer service landscape.

• Article

Seen through the achievements of recent award winners and conference keynotes, it is clear just how rapidly UK contact centres are transforming.