Blog Archives

Five-Nines Reliability in Contact Centres

Blog

14 August 2023

Achieving Five-Nines Reliability in Contact Centres: Empowering Seamless Customer Interactions

How Contact Centres Can Make Themselves Data Compliant in the Face of AI In customer-centric…

Sandra Haworth

Blog

8 August 2023

A Guide to Agent Assist in Contact Centres

Positive customer experiences are the cornerstone of a successful business. A significant reason many companies…

Sandra Haworth

Blog

7 August 2023

How email went from zero to hero for customer service

Email has become an indispensable communication channel for businesses and customers alike. But it wasn't…

Sandra Haworth

Blog

31 July 2023

Omni-channel Challenges Facing the Retail Industry

This is a time of unprecedented changes in retail, where shopping experiences now encompass so…

Sandra Haworth

The Future of CX for Housing Associations

Blog

24 July 2023

The Future of CX for Housing Associations

In an era where customer experience (CX) is becoming ever more important, housing associations are…

Sandra Haworth

Blog

17 July 2023

University clearing contact centre challenges in 2023

Last year 53,000 students entered University clearing, the most in 10 years. Contact centres are…

Sandra Haworth

Blog

14 July 2023

ChatGPT Set to Take Centre Stage in Contact Centres

If there is one thing business owners need to be acutely aware of, it’s that…

Sandra Haworth

Blog

12 July 2023

What Generative-Powered AI Can and Can’t Do for Customer Service

There have been some fascinating developments in the world of customer service and contact centres…

Sandra Haworth

Blog

3 July 2023

The impact of industrial action on CX – an agent’s perspective

The CX industry has had a challenging few months in the face of substantial industrial…

Sandra Haworth

Blog

27 June 2023

Contact Centres Are Not Ready for Generative AI

Contact centres are the lifeblood of many businesses. They provide an essential service for customers,…

Sandra Haworth

Blog

A Guide to Agent Assist in Contact Centres

How email went from zero to hero for customer service

Omni-channel Challenges Facing the Retail Industry

The Future of CX for Housing Associations

University clearing contact centre challenges in 2023

ChatGPT Set to Take Centre Stage in Contact Centres

What Generative-Powered AI Can and Can’t Do for Customer Service

The impact of industrial action on CX – an agent’s perspective

Contact Centres Are Not Ready for Generative AI

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