Clearing the AI confusion: The contact centre’s guide to smarter tech buying
With advancements in AI and automation, there has never been a better chance to move your contact centre operation from a necessary cost to a powerful engine for business value. But with this excitement comes a challenge: too much choice and vendor hype. With dozens of vendors all promising the future, it can be hard […]
Leveraging predictive AI to drive value from financial compliance
The FCA’s Consumer Duty expectations herald a well-embedded regulation within financial services compliance. Not only must firms now evidence customer understanding and customer support but the FCA’s intelligence-led approach will also highlight non-compliant behaviours, raising the chances of unwanted attention for firms that fail to adapt. While it is no surprise that AI is being widely promoted as the solution […]
INDUSTRY SPOTLIGHT: Emerging Global Services AI contact center solutions
Emerging Global Services delivers hybrid AI contact center solutions that combine intelligent automation with human expertise. How it works: Our AI handles routine customer inquiries instantly – appointment scheduling, basic troubleshooting, insurance verification, and common questions. When calls require empathy, complex problem-solving, or specialized knowledge, our 2,000+ bilingual agents in Mexico step in seamlessly. This hybrid […]
AI Impact Assessments: The Key To Trustworthy AI
Artificial intelligence has advanced from experimental projects on the fringes of business to focal points of board-level strategy in record time. From automating fraud detection to reshaping customer service, executives are placing bold bets on AI to streamline costs and unlock new sources of growth. Yet, as a team of AI governance experts outline, amid the excitement, there is […]
INDUSTRY SPOTLIGHT: Flexible, scalable training for contact centres
We understand that contact centres and customer service operations value training solutions that are practical, efficient and engaging. At MGI Learning, we provide flexible training designed to fit into busy environments. Delivered through easy to implement Learning Journeys, the training is proven to deliver measurable improvements in employee engagement, customer satisfaction, NPS and operational effectiveness. […]
Smarter sourcing starts with better data
Sourcing decisions influence more than budgets. They shape customer outcomes. As expectations rise and operations become more complex, the case for evidence-led, people-focused sourcing is only getting stronger. Culture that supports performance High-performing teams are built through sustained investment in the employee experience. This includes clear career development, strong coaching, and environments that support energy, […]
The WhatsApp revolution that’s redefining contact centres
Customer expectations are rising fast. Whether you’re managing thousands of daily service interactions or evolving CX strategy, the pressure to deliver a seamless, fast and effective service is intensifying. As customer behaviour accelerates toward a mobile-first, asynchronous service, a quiet revolution is underway and WhatsApp is at its core. WhatsApp is no longer just a […]
PRODUCT SPOTLIGHT: Genesys Cloud by Kerv
Recognised as a Gartner® Magic Quadrant leader ten years running, Genesys Cloud is the go-to CX solution for organisations in 100-plus countries. Yet, creating a high-performing contact centre takes more than simply brilliant technology. It requires a partner who understands how to get the best out of it. One that always has your back, responds […]
Smarter Conversations. Happier Customers.
Great customer service shouldn’t be complicated. With NFON’s Contact Center Hub, you can transform how your business connects with customers—boosting satisfaction, improving agent performance, and saving valuable time, all in one place. This AI-powered, cloud-based solution gives you everything you need to manage customer contact more efficiently—across voice, email, chat, and messaging channels—so you can focus on what […]
Why voice-enabled Microsoft Teams is the key to contact centre transformation
As organisations embrace AI and digital customer service tools, many are now discovering the untapped potential of one of their most powerful assets: voice-enabled Microsoft Teams—where real conversations, insights, and transformation begin. Voice isn’t just another channel. It’s where relationships are built, emotions are heard, and decisions are made. And when that voice is captured through […]