2020 was a pivotal year for contact centres. The changes which occurred in the last twelve months will set customer experience trends for years to come. Read on to...
Market trends & analysis
There are hard and soft costs associated with contact centre turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue,...
As digital interactions soar, control over data, infrastructure, and compliance is no longer optional. Discover why European-made contact centre solutions are more relevant than ever.
With the arrival of e-commerce, retailers face a new challenge, staying connected to consumers who largely purchase through a screen. The reduction of brick-and-mortar shops has made it harder...
Over the past twenty years, technologies have grown at an incredible rate, reshaping the expectations of customers and the means available to contact centres to meet them. While channels...
The role of telemedicine in healthcare is increasing and digitalisation is helping to deliver better outcomes for UK patients and healthcare providers alike. Read on to find out why...
Many industries are still reeling from the effects of Covid-19, and none more so than travel and tourism businesses. Uncertainty stretches on, and changing government restrictions are forcing companies...
Customer experience (CX) trends in 2023 will see an acceleration in cloud migration, the mainstream adoption of AI-driven automation applications as well as the recognition of the added value...
Millennials are an increasingly important consumer generation. They are both demanding and have faced the disruptions of COVID-19. How can companies improve millennial customer experiences to capture and retain...
2021 was a pivotal year for contact centres. The changes which occurred in the last twelve months will set customer experience trends for years to come. Read on to...