Blog

Over the last decade, there has been a significant shift in the role that customer service agents play within the contact centre.

As we stumbled into 2023, the NHS, across the whole of the country was still facing the formidable task of tackling the backlog of patient appointments accumulated during the Covid-19 pandemic at a time of extreme unfunded inflationary pressures.

Diagnostic tests are pivotal in identifying and addressing medical conditions. So why do many NHS Trusts struggle to meet targets, and what can be done about it?

The Government’s cancellation of the northern leg of HS2 is highly controversial. But could the diversion of billions of pounds into new projects provide an opportunity for some businesses to regroup and retool? 

In today’s fast-paced digital landscape, great customer experience has become a pivotal factor in the success of businesses across industries. To meet the growing demands of customers, companies are constantly searching for innovative ways to streamline their operations and enhance their interactions with clients.

Contact centres play a pivotal role in modern business operations, directly linking companies to their customers. The dynamic nature of customer service demands a comprehensive approach that goes beyond agent capabilities. This is where low-code application development comes into play.

Artificial Intelligence (AI) is the easiest way to scale up handling large amounts of complex historical data, fast.

Contact centres are the frontlines of customer service for many organisations, and they play a crucial role in shaping customer experiences. Traditionally, much of the focus in contact centres has been on agent training and performance. While agents are undeniably essential, there’s a growing recognition that cross-functional streamlining of processes and automation can profoundly impact both the customer and employee experience. 

Discover what makes a good or great customer experience (CX) that delights customers with outstanding customer service.