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 […]
TRAINING & DEVELOPMENT MONTH: Moving beyond the script towards soft skills in an age of empathy, AI and escalation
As we regularly discuss, customer expectations are rising as fast as technological change. While artificial intelligence (AI) and automation handle increasingly complex tasks, the human element is more vital than ever, particularly when it comes to empathy, judgment, and de-escalation. For contact centre leaders attending the Summit, the challenge is clear: to train agents not […]
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 […]
