Remote and Hybrid Working: The Impact on Contact Centres.
With hybrid working becoming the new norm, many organisations with contact centres have looked to transform their customer support processes and operations significantly. While there is not a
operation
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.
Watch: Unleashing Frontline Engagement and Productivity
Watch our CCMA Online Seminar: Unleashing Frontline Engagement and Productivity, where we revealed how industry leaders are dealing with the great shifts in contact centre operations.
Hybrid working is the future says UK contact centre leaders
With technology advancements and the pandemic enabling remote working to be easier and more prevalent, it’s no surprise that hybrid working is quickly becoming the norm in the UK.
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…
Watch: Hybrid Working in the Contact Centre of 2024
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: The Importance of ESG in the Contact Centre
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.
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.