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Showing 60 results for "Customer Experience"
How to reduce contact centre demand without hiring more agents – by Rich Furlong
How to reduce contact centre demand without hiring more agents When contact centre demand starts to rise, the first thought is often to hire more people. It makes sense. More customers are getting in touch, queues are building and the team is under pressure. Extra agents may well be part of the answer. But before […]
7 signs your customer service team is at capacity – by Jo Watts
7 signs your customer service team is at capacity Most customer service teams can cope with a busy spell. A product issue, a seasonal peak, a billing run or a sudden rise in demand might put pressure on the operation for a few days, or even a week or two. The harder thing to spot […]
Inbound vs outsourced vs offshored customer service – by Ben Jones
Inbound vs outsourced vs offshored customer service When it comes to managing customer service, businesses have more options than ever. You can keep everything in-house, partner with a specialist provider, or move operations overseas. Each approach comes with its own advantages and trade-offs, especially around cost control, flexibility and customer experience. From my perspective, the […]
Resources and offshoring: The inner circle guide to South African contact centres
The inner circle guide to South African contact centres In partnership with ContactBabel Download the report now
The year of grown-up AI in customer service – by Gary Gilburd
The year of grown-up AI in customer service: Trends, tools and human skills shaping contact centres in 2026 Stepping into 2026 feels like a good moment to take stock of where the contact centre world is heading. If the past few years have been about building foundations, this next chapter feels like the one where things get really real when […]
How can chatbots improve customer service? – by Rich Furlong
How can chatbots improve customer service? Good customer service doesn’t clock off. People expect answers in minutes, not hours – and they don’t care if it’s midday or midnight. That shift has changed what great customer experience looks like. Recent research confirms that 67% of UK consumers expect 24/7 availability, with expectations highest among younger […]
Managing dynamic fraud threats
Managing dynamic fraud threats The real costs of fraud Front-line fraud teams are under pressure. In a sector struggling with dynamic threats and high staff turnover, maintaining an effective operational response is becoming ever-more difficult. The scale of the challenge is immense. Fraud now accounts for 41% of all crime¹ in England and Wales. In […]
The future of contact centres: integrating people & technology – by Gary Gilburd
The future of contact centres: integrating people & technology The use of AI is now commonplace in most contact centres, allowing businesses to automate call routing, provide self-service chatbots to handle simple queries, and even offer real-time guidance to agents during calls. AI’s success is so widespread, that in 5 years, it’s predicted that half […]
How to build an ethical approach to AI in CX – by Peter Hopgood-Gravett
How to build an ethical approach to AI in CX It’s no secret that AI is busy transforming our lives almost everywhere we look, and that’s no different in the world of customer service. But how do customers like you and I really feel about the use of AI when interacting with brands? We’ve conducted […]
What if complaints were your biggest CX advantage? – by Richard Ferris
What if complaints were your biggest CX advantage? Every complaint carries insight. While resolving them takes time and resources, understanding them can help you lower regulatory costs and strengthen your financial services customer experience strategy. Complaints as a perceived cost centre Complaints are often seen as a cost centre, consuming time, increasing resolution costs, and […]