Unobvious things to prioritise in an outsourced contact centre
Outsourcing customer support is a strategic decision, but what should drive that choice? Many businesses focus on cost first, often comparing hourly rates. But the real question isn’t how much you pay per hour; it’s what you get for that investment. Cost per resolved issue is what truly matters. If inefficiencies slow down response times […]
Analytics demonstrate the transformative power of video for contact centres
Video has become the preferred media for consumers to get information (think YouTube, TikTok, Instagram etc) and is therefore a must-have medium for businesses to engage their customers. This trend is particularly evident in contact centres, where video content can significantly enhance customer experience (CX). Videos capture and retain audience attention more effectively than text-based […]
INDUSTRY SPOTLIGHT: Zoho Desk – Strike great customer service every time
At Zoho UK, we believe in working smarter, not harder. With over 90 million users and more than 50 apps under our belt, we’re all about making business life easier. Our tools help streamline workflows, boost productivity, and most importantly, keep your customers happy. If you’re leading a customer service team, you’ll love Zoho Desk. It’s […]
What next for AI and customer engagement in 2025?
AI adoption has continued at pace throughout 2024, but the vast majority of organisations have yet to embed AI enabled innovation within core operational processes. One third are engaging in limited implementation, while 45% are still in the exploratory phase. While there is no denying the power of GenAI, the majority of businesses have struggled both […]
Raising the Standards in Contact Centres: A Vision for the Industry
By CCMA In today’s world, contact centres are more than just support hubs—they are the primary connection between customers and brands. Yet, despite their essential role, contact centres don’t always receive the recognition they deserve within organisations. I believe this is an area ripe for change, and raising standards across the industry will play a […]
The Convenience Factor: Why social selling is crucial for the future of retail customer service
Success in ecommerce and retail today hinges on consumer convenience. It is fast becoming a powerful tool in the e-commerce industry, transforming the way businesses engage with their customers and increasing sales through social commerce. Being able to tap into social media networks and their platforms makes it a game-changer in the industry because of its […]
Ransomware Recovery: The essential guide for businesses to protect their future
Conor O’Neill, CEO and Co-Founder at OnSecurity, explains why both new and established businesses should prioritise this essential security measure… Just this week, an annual report released by tech giant Microsoft found that the number of ransomware attacks has more than doubled over the last 12 months. The Digital Defence Report has found that financially […]
Personalising the EV Experience: The key to boosting sales targets
As the growth of Electric Vehicles (EV) sales to private consumers begins to plateau, automotive manufacturers face an uphill challenge. With the target for EVs to comprise 22% of total sales this year and an ambitious goal of 80% zero emission new cars in 2030, what strategies can Original Equipment Manufacturers (OEMs) adopt? Amelia Iredale, […]
Transforming CX: 7 AI-powered features to enhance your customer experience
By Opus Technology In today’s competitive business landscape, transforming a contact centre into a profit-generating powerhouse is no easy feat. With increasing pressure to enhance customer experience and streamline operations, the integration of AI and innovative technology is proving to be a game-changer. Customers now demand faster, more efficient service. Research highlights that 92% of […]
The AI-Agent Alliance – A powerful partnership for contact centre success
By Ardanis Today, 4.25 billion people worldwide actively use email, with 319.6 billion emails exchanged daily. Since the first email was sent in 1971, this method of communication has remained the most popular digital channel, accounting for 13.7% of all interactions (Contact Babel 2023)*. Consumers across all age groups appreciate the convenience of email, allowing them […]
