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

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

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

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

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

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

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

Blog

25 March 2024

Mastering Messaging: 6 Keys to Exceptional Customer Communication

The writing on the wall - messaging is the communication medium of choice for today's…

Sandra Haworth

Blog

22 March 2024

Customer Service Challenges Within The Social Housing Sector & How to Overcome Them

There are 4 million people in social housing in the UK. Research shows that social…

Sandra Haworth

Blog

19 March 2024

Cloud busting: How to Reign in Contact Centre Expenses

Hectic contact centres, agents frantically juggling non-stop calls and inquiries, costs spiralling out of control…

Sandra Haworth

Blog

18 March 2024

Benefits of Conversational IVR Programming

A recent survey by the UK Contact Centre Forum revealed a staggering 35% increase in…

Sandra Haworth