With advances in technology and ongoing changes in the economy, it’s more important than ever to understand how these shifts are impacting consumers across the UK. Our latest research examines the evolving perceptions around technology in the workplace, consumer confidence, and the dynamic relationship between human and digital interaction in customer service. Explore how UK…
AI is transforming the way we work, and at Foundever, it’s seamlessly embedded into how we support the world’s leading and digital-first brands in delivering exceptional customer experiences. It automates repetitive tasks, streamlines processes and accelerates productivity – driving smarter, more efficient customer interactions. From AI-powered recruitment and training to CX innovations like our co-pilot,…
CCMA research reveals that consumers like proactive contact if there is something in it for them. For example status updates, responses to outstanding queries, being taught how to self-serve or being offered better deals. The channels used for this proactive engagement depend on who your customers are and how they want to interact with you.…
Find out what industry leaders are predicting for the contact centre in 2025.
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…
Thank you Please use the button below to download the CCMA Academy Course Catalogue. Download Now » Download the report »
Download our research to to explore data and analytics in action on the front line, showing how both employees and customers can benefit.
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…
Download the Good Practice Guide
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,…