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.
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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.
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.
Watch: Implications of the Rising Cost of Living on Customer Contact
Watch our CCMA Online Seminar: Implications of the Rising Cost of Living on Customer Contact.