The Contact Centre Technology Report is your essential guide to the evolving world of contact centre technology. This report is packed with valuable insights and practical advice tailored for contact centre professionals like you who want to stay ahead of the curve. Discover how today’s technology is reshaping customer experiences and operational efficiency in the…
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The last couple of years have been challenging for consumers, with high inflation and a growing cost-of-living crisis among other financial pressures. Many people have struggled to manage their expenses and afford essentials like housing and utilities. So, what’s the situation now? This research, supported by CallMiner, looks into how consumer confidence and expectations of…
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Today, there’s more data available in the contact centre than ever before, and it’s never been easier to access. With more and better data comes a range of advantages: increased transparency and accountability, improved knowledge access, and enhanced productivity for front line teams. But which data and analytics are most valuable to front line teams,…
The UK contact centre industry represents organisations that operate in-house and those that provide contact centre outsourced services to other businesses. Here at the CCMA, we are aware of the current trend in outsourcing offshore. However, in the UK there is a strong and growing industry that has an exceptional reputation for providing high quality…
AI has been a hot topic of conversation for the past 18 months, and the discussions around it continue to evolve. However, determining the best ways to deploy AI in the contact centre and maximise its benefits remains a challenge, even for the most advanced organisations. This research, supported by Route 101, offers a deep dive for every…
At Deepdesk we develop AI technology that is not aimed at replacing people, but to aid them. The focus of our technology is to make jobs less tedious by helping to eliminate repetitive tasks. We are focusing our attention on the contact centre space, where we enable contact centre colleagues working within digital channels (chat, WhatsApp,…
Whether organisations are already outsourcing some or part of their operations or are looking to outsource, there are a series of challenges in searching for the right outsourcing supplier and then managing the ongoing partnership. Below are the findings of the roundtables we conducted at the CCMA’s Contact Centre Outsourcing Summit that we supported. We…