INDUSTRY SPOTLIGHT: BCH Digital
BCH Digital is a UK-based provider of secure payment and communication solutions, specialising in PCI-DSS compliant technologies. With over 25 years of experience, BCH Digital focuses on delivering fast, seamless and compliant payment experiences while reducing operational complexity and costs. Its solutions are designed to be scalable, resilient and tailored to individual business needs, supporting […]
Beyond speech recognition accuracy: Why conversation quality now defines AI success in the contact centre
For years, success in automated contact centre engagement was measured largely through technical indicators such as speech recognition accuracy, word error rate (WER), latency and speech-to-text performance. While these measures still matter; accurately, fast transcription remains a critical foundation for intent detection, routing, summarisation, compliance monitoring and analytics. Baseline technical performance is no longer enough to determine whether […]
South Africa: The BPO destination everyone is talking about and why it matters
By Merchants South Africa has rapidly emerged as one of the most talked-about global destinations for customer experience outsourcing and for good reason. In an environment where organisations are under increasing pressure to deliver seamless, high-quality customer interactions while managing cost and complexity, South Africa offers a rare combination of human capability, cultural alignment, and […]
Is hybrid the right answer for customer experience?
For years, organisations faced a relatively straightforward outsourcing decision: keep operations in the UK or move them offshore to reduce costs. Today, the reality is more nuanced. As customer expectations rise and budgets remain under pressure, many organisations are looking for a model that balances cost efficiency, quality, flexibility and customer outcomes. Increasingly, that answer […]
NW Hearts Charity is your local charity – Here’s how your organisation can get involved
NW Hearts Charity is your local charity, supporting people across Greater Manchester. We are passionate about improving the lives of people who are living with, or at risk of, heart disease, and their families. We fund projects which change lives. NW Hearts Charity is determined to reduce heart health inequalities by improving access to high […]
ECCCSAs: Nominations close July 17th – Enter today!
The longest running and largest awards programme in the European customer contact industry is OPEN and accepting nominations until Friday 17 July 2026. Entering this prestigious awards programme is easy. This year the ECCCSAs will recognise organisations from across Europe that are leading the way in Operational Performance, Employee Experience and Customer Experience. The programme […]
Unlocking the strategic value of contact centre data
Contact centre data is one of the most underutilised assets within modern organisations, despite offering a direct window into customer behaviour, sentiment and unmet need. Every interaction, whether a complaint, query or cancellation, contains rich, unfiltered insight into why customers make decisions. Yet in many businesses, this data remains siloed, inconsistently captured, or reduced to surface-level metrics […]
Zoho Desk: Service that actually holds up at scale
Most customer service platforms work… until they don’t. They handle tickets. They manage channels. But as volume grows and complexity increases, things start to break down. Agents switch between systems. Context gets lost. Reporting becomes a manual exercise. And service quality becomes inconsistent. That’s where Zoho Desk is different. Zoho Desk isn’t just a ticketing […]
ECCCSAs: The greatest awards programme in the European customer contact industry
For 26 years, the award-winning European Contact Centre & Customer Service Awards (ECCCSAs) have recognised organisations across Europe that are leading the way in delivering exceptional service to customers. These organisations continually innovate to improve the customer experience, value their people and optimise performance and outcomes. As the longest running and largest awards programme in […]
The hidden tax of AI in contact centres
AI is increasingly being positioned as a way to reduce cost-to-serve in the contact centre, but in reality, many businesses are adding an extra layer of cost long before they see any return. As organisations race to implement AI-first voice automation, a new cost layer is quietly emerging alongside that human spend: LLM compute, orchestration […]