Watch: Hybrid Working in the Contact Centre of 2024
Watch our CCMA Online Seminar: Hybrid Working in the Contact Centre of 2024, where we explored the fundamentals of hybrid working, its challenges and opportunities.
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Watch: The Importance of ESG in the Contact Centre
Watch our CCMA Online Seminar: The Importance of ESG in the Contact Centre, where we discussed what ESG means and why it’s something to consider in your contact centre strategy.
The Changing Face of CX in the Contact Centre
Historically, the contact centre relied on legacy infrastructure, but increased consumer demand created a focus shift to customer experience.
Revolutionising Customer Service Capacity Planning with Advanced Technologies
A scenario and risk-based approach to customer service capacity planning can be revolutionised using advanced technologies.
Voice of the European Contact Centre Consumer
The Voice of the European Contact Centre Consumer research initiative takes a deep dive into customer behaviours and attitudes across Europe. Download now.
Watch: Implications of the Rising Cost of Living on Customer Contact
Watch our CCMA Online Seminar: Implications of the Rising Cost of Living on Customer Contact.
Watch: Embracing Consumer Duty in the Contact Centre
Watch our CCMA Online Seminar: Embracing Consumer Duty in the Contact Centre.
Trends in Contact Centres and Customer Support
Customer service operations are now forced to pivot to completely new ways of working. Numerous advances are proving challenging for the industry.
Implications of the Rising Cost of Living on Customer Contact
48% of people surveyed reported a decline in confidence of the ability to pay their bills. How can contact centres support this?
Roundtable: Overcoming the Challenges of Outsourcing
Findings of the roundtable we conducted at the Contact Centre Outsourcing Summit.