From AI Theory to Practice: Insights from Customer Service
Artificial Intelligence (AI) is set to make remarkable advancements in the world of work. For contact centres, it promises everything from improved employee engagement to better customer
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CCMA Benchmarking 2024 is approaching!
It’s that exciting time of year where we start preparing for CCMA Benchmarking. For UK contact centre leaders and members of the CCMA, we offer an exclusive online benchmarking tool that assesses your contact centre
Customer Experience Strategies
Whatever we do in our business lives, we’re all customers as well. When we choose one brand over another, be it in a shopping centre or online, we are exercising a preference based on something. We might not be able to articulate
What a Conference! UK National Contact Centre Conference 2023
The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.
The Changing Role of the Contact Centre Frontline
How often do you actually phone a call centre these days? Maybe not as often as you once did because you can now access information on app and websites, and many organisations are proactively contacting you with alerts…
Watch: Balancing Fighting Fraud with Customer Experience
Watch our CCMA Online Seminar: Balancing Fighting Fraud with Customer Experience, where we unveiled our latest research and discussed how contact centre operations are dealing with fraud.
CX Landscape Report 2023
Revealing the CX industry’s insights into how today’s organisations gather and utilise customer data to effectively overcome challenges, maximize opportunities for better experiences, and drive improved business outcomes across the enterprise.
UK Power Networks, a shining example of great customer experience
A Beacon of Light in a Sea of Indifference. Just ask yourself, when was the last time you and your partner got up on a Saturday morning and said, “let’s go and check out power…
Super Agents Assemble: The Evolution of Modern Agents
As the main point of contact for brands, contact centres and their agents are pivotal to providing customers with the experience they expect and for making a mark on brand reputation that can impact long-term success.
Integrating Social Sustainability in Business Process Outsourcing (BPO) through ESG Principles
In the dynamic landscape of business, the integration of Environmental, Social, and Governance (ESG) principles has emerged