Humans naturally shy away from problems. Our instinct is to avoid tasks that seem overwhelming. We put-off, procrastinate, and avoid the inconvenient. The word “procrastination” is derived from the Latin verb “procrastinare” which literally means…
From human agents to AI chatbots, contact centres are a customer lifeline. They’re the first port of call for feedback, complaints, information and assistance. But with the number of customer interactions at an all-time high,…
In today’s competitive business landscape, exceptional customer service has become a critical differentiator for organisations, and one of the most impactful factors for profitability. In fact, a McKinsey & Co. report from Q1 2023 showed…
The success of a business no longer depends on just the quality of its products. Customer experience (CX) is now a key factor. Without changing the product itself, you can improve satisfaction and retention. To…
In the rapidly evolving realm of financial services, companies face numerous challenges, including regulatory compliance, cybersecurity, and the imperative for innovation. In this article, we explore the reasons why it’s crucial for you, as a…
A robust quality assurance (QA) program can reveal extraordinary benefits for any client-facing organisation, especially call or contact centres. The true impact of a QA process reaches far beyond the confines of the agents and…
As data privacy legislation continues to develop, the Australian consumer is being both forced into data rights education, and gradually being worn down due to concern around the processing, management and security of their data.…
Customer experience (CX) is critical in most, if not all sectors, but particularly for banks. One of the leading drivers for growth in banks is referral between family and friends. Money and finance are difficult…
Chinese technology giant Alibaba has announced its plans to roll out its own AI chatbot product called Tongyi Qianwen. The chatbot will be similar in style to Open AI’s famous ChatGPT, and will be both…
The success of a business is no longer dependent on simply the quality of the product. Now, experience is key. The perceived value of a product is enhanced, and positive reputational impact allow for businesses…
Call and contact centres handle sensitive financial information on a daily basis, making them a prime target for fraud and data breaches. This is why it is essential for these centres to comply with Payment…
Back in 2020, the UK entered a recession due to the economically devastating Covid-19 lockdowns. The UK economy as a whole plunged by around 20% as many businesses ceased trading or closed all together. Fast…
