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Contact Centres

Contact CentresCost to serveOutsourcingPeak demand

Peak demand handling – the role of voice

As we welcome those warmer days, it also a signal to many businesses to begin…
David Taylor31 May 2023
Contact CentresFraud

The Government’s New Anti-Fraud Strategy

The UK new anti-fraud strategy looks to ban (a) ban the cold calling of financial…
David Taylor22 May 2023
Modern Morocco Contact CentresMoroccoOutsourcing

Location watch: Morocco

However, as I’ve learned over the past 12 months, Morocco has become a fantastic outsourcing…
Jonathan Billing24 April 2023
BPO Consolidation BPOContact CentresMergers and acquisitions

Global BPO market consolidation

In late March Concentrix made the surprising (but far from shocking) announcement that it was purchasing…
Jonathan Billing18 April 2023
ChatGPT & contact centres AIChatGPTContact Centrescustomer serviceCX

Contact Centres & ChatGPT

If you haven’t heard of ChatGPT, I suggest you read Dave’s article from January’s newsletter or do…
Michelle Village21 March 2023
Inflation Contact CentresCost to serveInflation

Inflation, inflation, inflation

The impact of inflation has been no different for the outsourcing industry, affecting centres and…
Michelle Village8 March 2023
What's in a name? Contact Centrescustomer serviceEmployeesLanguageworkplace

What’s in a name?

So, what’s in a name? At times, quite a lot! When we name things –…
Michelle Village16 February 2023
Simplified choices B2BBusinessContact CentresOutsourcingTelemarketing

Simplified choices

Recent years have been turbulent. Several “black swan events” arrived en-masse and continue to impact lives…
Michelle Village14 February 2023
Super Agents Contact Centrescustomer serviceCXSuper AgentsTechnology

The rise of the ‘Super Agent’!

Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With…
Michelle Village31 January 2023
workplace incivility Contact Centrescustomer serviceincivilityWellbeingworkplace

Workplace incivility

One of the biggest contact centre challenges of 2022 is still with us - the…
Michelle Village24 January 2023
multi-silo or multi-channel? Contact Centrescustomer servicemulti-channelTechnology

Are you multi-channel or multi-silo?

Often people talk about multi-channel and digital customer service as some elixir that will solve…
Michelle Village17 January 2023
ChatGPT AIChatGPTContact Centrescustomer service

ChatGPT

One of those recent finds was that of ChatGPT. A curious sounding name that had…
Michelle Village11 January 2023
Gaming customer services Contact Centrescustomer serviceGamingOutsourcing

Gaming customer services

The game itself is simple yet so addictive, becoming a popular hit with gamers world-wide…
Michelle Village3 January 2023
Call & Contact Centre Expo C&CC ExpoContact CentresCXTechnology

Call & Contact Centre Expo 2022

As the east wind blows in the first of the winter frosts, it’s a warming…
Michelle Village13 December 2022
Contact CentresInformation as a serviceInternetTechnology

Information as a service: a chance to reflect

On the 2nd Nov 1992, I hung up my sailing gear and joined The Decisions…
Michelle Village28 November 2022
AutomationBotsContact Centres

Is it time to “move more slowly and maintain things”?

Mark Zuckerberg’s old motto “move fast and break things” has been held up for years…
Michelle Village15 November 2022
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  • About
    • About
    • Meet the team
    • Our values
    • Get in touch
  • Approach
  • How we help
    • Customer service
    • Crisis management
    • Customer insight
    • Data management
    • Digital transformation
    • Leads & appointments
    • Leadership development
    • Sales
    • Scoping & support
    • Technology Network
  • Clients
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    • Contact Centre Network
    • Data Provider Network
    • Technology Network
    • Join our Network
  • Technology
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