Customer service leaders set to double tech spend as AI reshapes (not replaces) the workforce
More than half of customer service organisations are expected to double their technology investment by 2028, as AI adoption accelerates
More than half of customer service organisations are expected to double their technology investment by 2028, as AI adoption accelerates
Merchants is a leading customer experience and business process outsourcing (BPO) partner, delivering digitally enabled, human-centred solutions that drive measurable
Collecting customer feedback has arguably never been easier. Surveys, post-call ratings and digital feedback tools generate vast amounts of data.
Rising consumer scepticism around artificial intelligence is creating a new trust challenge for customer experience leaders, as brands accelerate adoption
UK brand leaders are being urged to address a growing ‘Experience Divide’, as new research reveals a stark mismatch between
AI adoption among contact centre leaders initially centred on chatbots and virtual assistants. While these tools remain valuable, the real
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
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Artificial intelligence is expected to significantly reshape frontline roles in customer service, with more than 80% of organisations planning to
Now is the right time for your organisation to adopt AI technology in your contact centre. Customer expectations, operational pressures,
Utilities providers are under growing pressure to deliver better customer experiences while managing rising costs, regulatory expectations and increasing service
Customer expectations have changed – dramatically. They want fast responses, personalised interactions, and seamless journeys across every channel. Yet many
For public sector contact centres, from local authorities to NHS services and central government helplines, resilience is an operational requirement.
One in eight of all UK jobs are in the food and drink industry and yet long‑term workforce shortages and
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