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 […]
How Impact Assessments Can Transform Your AI Strategy
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 […]
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 […]
Corporate Gifting with Simply Thank You
For over 30 years, Simply Thank You has delivered smart, personalised gifting solutions that turn everyday interactions into standout brand experiences. Trusted by many of the UK’s leading FTSE 100 companies, we support strategies across customer acquisition, loyalty, and service recovery – all with one purpose: to help you build stronger, longer-lasting relationships. From physical […]