AI, Expectations and Efficiency: The New Contact Centre Balancing Act
Artificial intelligence may be dominating the customer service agenda, but for many contact centres the real challenge lies elsewhere. As organisations race to adopt AI-powered tools, success increasingly depends on having the right foundations in place. Khaled Miah, Customer Experience Specialist at Zoho UK, explains why connected systems, operational simplicity and practical outcomes matter far […]
Zoho Desk: Service that actually holds up at scale
Most customer service platforms work… until they don’t. They handle tickets. They manage channels. But as volume grows and complexity increases, things start to break down. Agents switch between systems. Context gets lost. Reporting becomes a manual exercise. And service quality becomes inconsistent. That’s where Zoho Desk is different. Zoho Desk isn’t just a ticketing […]
ECCCSAs: The greatest awards programme in the European customer contact industry
For 26 years, the award-winning European Contact Centre & Customer Service Awards (ECCCSAs) have recognised organisations across Europe that are leading the way in delivering exceptional service to customers. These organisations continually innovate to improve the customer experience, value their people and optimise performance and outcomes. As the longest running and largest awards programme in […]