AI MONTH: Human + AI – How contact centres are reimagining roles with GenAI
Contact centres are no longer asking whether artificial intelligence will impact their operations, but how best to integrate it. At the heart of this transformation is a new paradigm: human + AI. Rather than replacing agents, industry leaders attending the Contact Centre Summit are using generative AI (GenAI) to augment human performance, enabling more empathetic, […]
Customer service agents not promoting Self-Service enough in customer conversations
Sixty percent of customer service agents fail to promote self-service options, which is impacting efficiencies and costs despite huge investment in areas such as AI. A Gartner survey of 5,801 customers conducted in January and February 2025 revealed that despite the potential benefits of self-service, when agents do mention self-service in customer interactions, 25% make neutral […]
INDUSTRY 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 […]
