Workforce Management Challenges for BPOs: Key Strategies for Success Blog

21 May 2024

Workforce Management Challenges for BPOs: Key Strategies for Success

The business process outsourcing (BPO) industry is thriving in the UK, where the sector’s revenue…

Sandra Haworth

The Intersection of Contact Centres and Environmental, Social and Governance (ESG) Blog

17 May 2024

The Intersection of Contact Centres and Environmental, Social and Governance (ESG)

Any forward-thinking business may be advised to ignore environmental, social, and governance—commonly abbreviated to ESG—at…

Sandra Haworth

Inside Cirrus: A Guide to Cirrus’ Market-Leading Outbound Dialler Blog

13 May 2024

Inside Cirrus: A Guide to Cirrus’ Market-Leading Outbound Dialler

When you think of outbound contact centres, telemarketing springs to mind. But the scope goes…

Sandra Haworth

How 5G Technology Will Impact Contact Centres Blog

7 May 2024

How 5G Technology Will Impact Contact Centres

What does a huge share of popular technologies have in common? The ability to save…

Sandra Haworth

The Future of Contact Centres: Navigating the Metaverse 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

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

Beyond Human Limits: How AI is Transforming Contact Centres 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

Turn Your Contact Centre into a Revenue Generator with Conversation Analytics 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

Mastering Omni-channel in 2024: Transforming Contact Centre Experiences 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

Contact Centres Must Do More to Support Vulnerable Customers 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

Inbound IVR Functionality that Your Contact Centre Needs 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

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

The Benefits of an Integrated CRM in Driving Positive Customer Experiences Blog

11 April 2024

The Benefits of an Integrated CRM in Driving Positive Customer Experiences

Contact centres have long been at the heart of customer service excellence. However, their role…

Sandra Haworth

Successful Agent Communication and Collaboration in a Hybrid World Blog

10 April 2024

Successful Agent Communication and Collaboration in a Hybrid World

Since the global pandemic, how we work has changed, and the contact centre industry has…

Sandra Haworth

AI Text Generators: Boosting Productivity in Contact Centres Blog

26 March 2024

AI Text Generators: Boosting Productivity in Contact Centres

Imagine you're a world-class chef, but every time you step into the kitchen, you're forced…

Sandra Haworth