Rethinking Hybrid Work: Why we need an Individualised Approach for the Long Run
The best of both worlds. A terrific blend of the benefits of being in the office and working from home. The future of work. That’s what hybrid work was supposed to be.
technology
Customer Experience Strategies
Whatever we do in our business lives, we’re all customers as well. When we choose one brand over another, be it in a shopping centre or online, we are exercising a preference based on something. We might not be able to articulate
What a Conference! UK National Contact Centre Conference 2023
The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.
UK National Contact Centre Conference 2023 – Highlights Video
The UK National Contact Centre Conference is renowned for sharing inspiring stories and networking opportunities in a friendly community environment. Watch the highlights video now.
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…
CX Landscape Report 2023
Revealing the CX industry’s insights into how today’s organisations gather and utilise customer data to effectively overcome challenges, maximize opportunities for better experiences, and drive improved business outcomes across the enterprise.
Super Agents Assemble: The Evolution of Modern Agents
As the main point of contact for brands, contact centres and their agents are pivotal to providing customers with the experience they expect and for making a mark on brand reputation that can impact long-term success.
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…
The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023
Forrester has published its ranking of 11 software solution providers in the conversation intelligence space for customer service.
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.