April 2024

Blog

30 April 2024

The Future of Contact Centres: Navigating the Metaverse

The journey from call centres to today’s contact centres is like watching black-and-white TV turn…

Sandra Haworth

Blog

29 April 2024

Why Your BPO Needs to Bet Big on Omni-channel Strategies Now

Sarah, a busy mum, recently faced a frustrating challenge trying to resolve an issue with…

Sandra Haworth

Blog

29 April 2024

Beyond Human Limits: How AI is Transforming Contact Centres

Customer expectations are soaring to new heights, creating an immense opportunity for companies to differentiate…

Sandra Haworth

conversation analytics for contact centres

Blog

26 April 2024

Turn Your Contact Centre into a Revenue Generator with Conversation Analytics

Contact centres have traditionally been viewed as cost centres, necessary for customer support but not…

Sandra Haworth

Blog

23 April 2024

Mastering Omni-channel in 2024: Transforming Contact Centre Experiences

Customer service expectations never stop climbing, making contact centres pivotal battlegrounds. For businesses, embracing omni-channel…

Sandra Haworth

Article

23 April 2024

The Conversational AI Blueprint: A Cautious Approach to Contact Centre Bots

This article was first published on CX Today on 18th April 2024. Standfirst: Unpack a…

Sandra Haworth

Blog

19 April 2024

Contact Centres Must Do More to Support Vulnerable Customers

When you think about a contact centre, you might imagine a bustling room filled with…

Sandra Haworth

Article

19 April 2024

EX & CX – The Key to The Future of Citizen Experience

Citizens' experience with public services greatly influences their views of the government's efficiency and trustworthiness.…

Sandra Haworth

Blog

16 April 2024

Inbound IVR Functionality that Your Contact Centre Needs

More contact centres are experiencing a big uptick in call volume and hold times, with…

Sandra Haworth

Blog

16 April 2024

Why Your Next Customer Service Hero Might Be a Bot (And Why That’s Great!)

The world of contact centres is undergoing a seismic shift, reminiscent of a revolution. It’s…

Sandra Haworth

April 2024

The Future of Contact Centres: Navigating the Metaverse

Why Your BPO Needs to Bet Big on Omni-channel Strategies Now

Beyond Human Limits: How AI is Transforming Contact Centres

Turn Your Contact Centre into a Revenue Generator with Conversation Analytics

Mastering Omni-channel in 2024: Transforming Contact Centre Experiences

The Conversational AI Blueprint: A Cautious Approach to Contact Centre Bots

Contact Centres Must Do More to Support Vulnerable Customers

EX & CX – The Key to The Future of Citizen Experience

Inbound IVR Functionality that Your Contact Centre Needs

Why Your Next Customer Service Hero Might Be a Bot (And Why That’s Great!)

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