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
AIBusiness Headcount Reductions – The Mother of Innovation We’re all told that necessity is the mother of invention, but today it’s probably equally…David Taylor23 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
Multi-channel communications Multi-channel communication The Contact Centre Panel team like to challenge ourselves and each other in our thinking,…Jonathan Billing4 May 2023
AIChatGPTCXTechnology ChatGPT and the contact centre journey It might not be a surprise to learn that my last article about ChatGPT was…Jonathan Billing2 May 2023
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
Employment lawHoliday entitlementWorknest King’s Coronation bank holiday Many Brits enjoyed not one but two additional bank holidays in 2022: one to mark…Jonathan Billing20 April 2023
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
HomeworkingOffice workingProductivity The future of homeworking A recent article in The Times suggested that working from home is no longer popular…Michelle Village11 April 2023
BusinessCancelling servicesCustomer experiencecustomer service Cancelling services How easy is it to sign up or subscribe to your company’s products or services?…Michelle Village4 April 2023
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
Cost of livingFood for thoughtInflationPayments Numbers, numbers, numbers… Working at any company involves a lot of numbers. Sales, profit, staff, complaints, customers, budgets,…Michelle Village14 March 2023