TECHNOLOGY MONTH: Exploring solutions for hybrid & remote workforce management
With remote and hybrid work models seemingly here to stay, contact centres are embracing advanced solutions to manage their distributed workforce efficiently. With cloud-based platforms, real-time analytics, and remote agent monitoring tools, businesses are improving productivity, compliance, and customer experience – all while maintaining the flexibility that modern agents expect. This year, the success of remote and hybrid contact centres […]
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. […]
Contact Centre & Customer Services Summit: Your ticket to success
Would you like to join us in April at the Contact Centre & Customer Services Summit, where top speakers such as Rachel Stone-Browning from ESPO, and Jo Pringle from Premier CX, will be sharing their experience and knowledge? 28th & 29th April 2025 Radisson Hotel & Conference Centre, Heathrow Airport Your pass is complimentary – […]
April 2025 is Automated Customer Satisfaction Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in April we’re focusing on Automated Customer Satisfaction solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re […]
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 […]
TECHNOLOGY MONTH: The growing role of speech analytics
Speech analytics is rapidly gaining traction in contact centres, driven by advances in AI-based voice recognition. By transcribing and analysing calls, these tools unlock insights that improve customer service. The global market reflects this surge, growing from $3.1 billion in 2024 to $3.8 billion in 2025, according to The Business Research Company. In practice, speech analytics […]
INDUSTRY SPOTLIGHT: Darwin – We are not the technology; we are the process that sits in front of it
Darwin removes the pain from buying business technology at every step. We deal directly with sales teams, so you get a streamlined buying process. From discovery to delivery, gain free, impartial advice and a rock solid qualification process that inform your choices of technology, vendors and solutions. Businesses face huge costs by not choosing the right technologies or […]
How dedicated customer service provision helped award-winning Mercedes-Benz distributor, Rygor, solve their biggest CX challenges
More and more of the UK’s leading brands are using a Bespoke Customer Team from Moneypenny, entrusting our brilliant customer service agents to answer their calls and emails, respond on social media, manage their live chat, process orders, take payments and more on their behalf, to deliver the ultimate customer experience. By providing extraordinary support across multiple […]
Looking for a new Customer Experience delivery Destination and Partner? Merchants look forward to meeting you at the Contact Centre and Customer Services Summit
Why choose South Africa? Superior CX Capability – 18% better CX quality when compared to competitor offshore markets Cost Beneficial Region of Delivery – 55% – 65% more cost efficient than source markets Preferential Accent and Customer Engagement – Buyers choose the South African accent compared to other low-cost destinations Why choose Merchants? Merchants is one of the leading Customer […]
