operation
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…
Watch our CCMA Online Seminar: Hybrid Working in the Contact Centre of 2024, where we explored the fundamentals of hybrid working, its challenges and opportunities.
Watch our CCMA Online Seminar: The Importance of ESG in the Contact Centre, where we discussed what ESG means and why it’s something to consider in your contact centre strategy.
Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.
A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.
The Voice of the European Contact Centre Consumer research initiative takes a deep dive into customer behaviours and attitudes across Europe. Download now.
Watch our CCMA Online Seminar: Implications of the Rising Cost of Living on Customer Contact.
Watch our CCMA Online Seminar: Embracing Consumer Duty in the Contact Centre.
Customer service operations are now forced to pivot to completely new ways of working. Numerous advances are proving challenging for the industry.
48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?