KMS Lighthouse: Powering AI speed service through trusted knowledge
In today’s contact centre environment, speed without accuracy is a liability. Customers expect instant answers. Agents need instant access. Every interaction depends on the knowledge behind it being correct, current, and consistent. That’s where KMS Lighthouse comes in. KMS Lighthouse is a global leader in AI powered enterprise knowledge management, giving organizations the trusted, governed […]
Features impress. Fit makes the difference
Contact centre technology can do more than ever. AI, automation, omnichannel platforms, analytics and workforce tools are creating genuine opportunities to improve customer experience and make operations more efficient. The challenge is not finding an impressive platform. It is deciding which one will deliver in your organisation. A strong demo can show what a technology […]
CX Transformation Event: The Age of AI
Join Kerv for a practical and insightful half-day event focused on the future of customer experience. Discover how AI innovation, real-world transformation stories, and live technology demonstrations are helping organisations redefine customer engagement. Wednesday 14th October, Lowry Manchester, 09.30 – 13.00 Why attend? Register your place today.
INDUSTRY SPOTLIGHT: Dialpad – Your complete customer experience suite
Dialpad is an AI-native communications platform for modern customer experience teams, helping organisations understand and act on customer conversations. Its mission is to turn every interaction into intelligence that improves how work gets done. Dialpad brings customer communications and contact centre capabilities together on one platform, helping teams automate workflows, scale customer experience and make better […]
Why the future of customer experience depends on the right balance of AI and human expertise
Artificial Intelligence (AI) is reshaping customer experience, from intelligent virtual assistants and predictive analytics to automated workflows and real-time agent guidance, it is helping organisations respond faster, improve efficiency and deliver more personalised interactions. But while technology is evolving rapidly, customer expectations remain rooted in something far more human. The future of customer experience is […]
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 […]