The best tools for virtual call centre operations
Remote and hybrid working have transformed the contact centre landscape. Today’s customer service teams are no longer confined to a single office, with many organisations supporting agents working from home, across multiple locations or even internationally. While virtual operations offer greater flexibility and access to wider talent pools, they also introduce new management challenges. Maintaining […]
AI shopping assistants must build trust, not replace human customer service, expert warns
As AI-powered shopping assistants become increasingly common, customer experience leaders are being urged to prioritise transparency and human oversight if they are to maintain consumer trust. New research from Exploding Topics by Semrush found that 78% of consumers have used AI to help with shopping during the past six months. However, only one in three […]
ECCCSAs: Nominations close July 17th – Enter today!
The longest running and largest awards programme in the European customer contact industry is OPEN and accepting nominations until Friday 17 July 2026. Entering this prestigious awards programme is easy. This year the ECCCSAs will recognise organisations from across Europe that are leading the way in Operational Performance, Employee Experience and Customer Experience. The programme […]