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.
customer
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
Outsourcing Checklist: 50 Things to do when choosing a Contact Centre Outsourcing Partner
Deciding to outsource something as critical as your interactions with customers is no easy task. The Customer Experience (CX) you deliver is utterly central to…
The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023
Forrester has published its ranking of 11 software solution providers in the conversation intelligence space for customer service.
The Changing Face of CX in the Contact Centre
Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.
Revolutionising Customer Service Capacity Planning with Advanced Technologies
A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.
Voice of the European Contact Centre Consumer
The Voice of the European Contact Centre Consumer research initiative takes a deep dive into customer behaviours and attitudes across Europe. Download now.