Automating complex conversations on WhatsApp
Hubtype is a conversational automation platform designed for enterprises that need to manage high volumes of customer interactions without compromising on quality or control. With over 80% of UK consumers using WhatsApp, and more businesses turning to messaging as a core service channel, expectations for seamless support continue to rise. Manual support is expensive and […]
Why UK firms should outsource customer care and overcome the myths
In today’s competitive market, UK businesses must balance cost efficiency with exceptional customer service. Outsourcing customer care offers a strategic solution, yet misconceptions often hold firms back. Here’s why it’s worth reconsidering, and why the common concerns don’t hold up. The case for outsourcing Cost savings are a key driver, as outsourcing to regions with […]
The Knowledge Group (tkg): Unlocking your outsourcing and technology potential
At The Knowledge Group (tkg), we empower organisations to make smarter decisions across their BPO, technology, and business services spend. Through a unique combination of market intelligence, expert advisory, and AI-driven procurement tools, we help businesses unlock value, streamline operations, and build partnerships that drive long-term success. What we do We offer a comprehensive suite of services […]
INDUSTRY SPOTLIGHT: Puzzel Virtual Agent Suite
Unlock the power of automation with Puzzel’s Chat Agent, Voice Agent, and Email Agent. Designed to enhance customer support, these AI agents streamline routine tasks, reduce wait times, and boost agent productivity—all while delivering secure, reliable service. By leveraging advanced AI, our virtual agents provide personalised, context-aware responses, allowing your team to focus on high-value […]
INDUSTRY SPOTLIGHT: Simply Contact – European customer service outsourcing provider
Outsourcing used to be all about cutting costs. Today, businesses expect more. They seek a BPO partner that doesn’t just handle tasks but integrates with their brand. At Simply Contact, we meet these expectations. We fit into clients’ processes and work toward their goals with “ownership” as a guiding principle. Businesses come for top-notch services […]
PRODUCT SPOTLIGHT: Premier CX
With 59 million people in the UK now using WhatsApp, businesses are capitalising on its widespread adoption to enhance customer service and establish it as a key communication channel. The numbers speak for themselves, contact centres that have implemented WhatsApp report cost reductions of up to 35% and agent productivity improvements of up to 54%. But simply […]
Looking for a new CX delivery Destination and Partner; Merchants looks forward to meeting you
Merchants is an award-winning customer management partner specialising in business process outsourcing (BPO). Based in a leading BPO destination in South Africa, our mission is to deliver exceptional customer experiences. Our core belief is simple: “People Matter.” We put our people, communities, clients, and partners at the forefront of everything we do. At Merchants, we […]
Customer Service Automation: Less Stress, More Success
Customer service can be a headache. Customers want quick, personalised responses on email, chat, and social media. Meanwhile, agents are drowning in repetitive questions like, “Where’s my order?” or “How do I reset my password?” On top of that, managers need to improve service while cutting costs. Throw in scattered data, and it’s pure chaos. […]
INDUSTRY SPOTLIGHT: Invest North East England (INEE)
Who are we? Invest North East England (INEE) is the strategic inward investment agency for the North East Combined Authority and is the first point of contact for businesses looking to locate and invest in our region. Our aim is to support new inward investment and promote the region as prime location for businesses to […]
North East England: A northshoring success story
As businesses continue to react and respond to changes in the domestic and global economy, many are seeking new and innovative ways to ensure they remain profitable and competitive in what is an ever-changing business environment. One of the biggest trends in recent years has been the rise in northshoring – businesses moving all or […]
