Get Insights into the Influence of AI for Mapping a Route to Success

Contact centres are at the forefront of remote-based operations and Artificial Intelligence – advancements that are here to stay. But who exactly is the agent of the future, how do they fit in, and how can we enable them?

In this comprehensive report, you will uncover responses from 400 customer support centre managers worldwide, spanning from the UK to Australia and New Zealand. They provide valuable insights on the impact of AI and remote work, addressing critical inquiries like:

  • Do 70% of participants anticipate an increase or decrease in the number of agents in the next decade?
  • Where will AI exert the most positive influence? Which areas present the greatest challenges for implementation?
  • What primary skills must the agents of the future possess?
  • What is the number one opportunity for agent self-service to drive engagement?

Falling behind is inevitable if you neglect to keep your agents engaged and equip them with the necessary skills for an AI-driven future. Stay ahead and up to date by downloading the report.

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

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The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Read more »
New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

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