A Guide to Building an AI Knowledge Base (+3 Best Practices)
As your business grows, so do the number of customer inquiries – many simple, others complex. While your support agents work hard to tackle them all, rising ticket volumes can lead to higher stress levels and longer response times. AI Knowledge Base is a powerful tool that helps to reduce pressure on your support staff […]
Upload a Call. Get Instant AI Insights with Hear
If you run a contact center, you’re sitting on one of the most valuable — and underused — assets in your entire business. For the first time, we’re helping you unlock it. Getting answers to vital questions like: Why are my sales slipping? Why is customer satisfaction declining? How can we reduce refund requests? has never been […]
How Voice AI is reshaping customer experience in the contact centre landscape
In 2025, the contact centre industry finds itself at a crossroads. Automation is accelerating, customer expectations are rising, and the tools of the past are no longer enough to meet the moment. While many organisations are investing in digital transformation, the data tells a clear story: 72% of consumers still prefer to resolve customer service […]
Market Data: 2025 contact centre buying trends revealed
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring still top the list of solutions the UK’s leading industry professionals are sourcing in 2024, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 28th & 29th in London, with […]
FINAL CALL: Will you be joining us at the Contact Centre & Customer Services Summit this month?
The invite-only Contact Centre & Customer Services Summit provides the best experience for professionals who are looking to explore a diverse range of Contact Centre and Services solutions and connect with people in a highly focused and intimate environment. Date: Monday 28th and Tuesday 29th AprilVenue: Radisson Hotel & Conference Centre, London Heathrow Featured Seminars: Your complimentary pass includes: […]
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 […]
AUTOMATED CUSTOMER SATISFACTION MONTH: The rise of passive and predictive CSAT in customer service strategy
For decades, Customer Satisfaction (CSAT) scores have relied heavily on post-interaction surveys—typically asking customers to rate their experience on a scale of 1 to 5. But with declining response rates and survey fatigue, many leaders are now embracing passive and predictive approaches to customer satisfaction, powered by AI, machine learning, and behavioural analytics. These tools are enabling contact centres […]
