Blog

As we move into 2024, momentum around deploying contact centre AI is accelerating. Gartner predicts that by 2025, 80% of customer service and support organisations will be applying generative AI. Moving beyond the hype, companies are now looking at exactly how they implement AI in the contact centre.

Agent empowerment is vital to contact centre success. Empowered agents deliver better service, stay longer, and improve the customer experience.

2023 was a year of change for contact centers! We’ve collected our top blogs from 2023, highlighting key trends that will drive needs in 2024.

We sneaked a behind the scenes look at the man in red’s contact centre. How does it cope with millions of interactions, without disappointing any (nice) children?

Given how fast the technology is developing, there is a growing fear of AI among contact centre agents. However, while AI will impact their roles, it is more likely to augment, rather than replace them.

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience.

Effective contact centre analytics are vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions...

How you treat the agents matters! Use the following six essential people skills steps to engage agents and make their daily work experience full of meaning and importance to the business.

Contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud.

In a fast-moving market, you don’t want to become locked into a CCaaS provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalize on the advantages offered.