Search Results for: contact centre management

Revolutionising customer support: How AI, automation, and predictive insights are shaping the future

Customer support isn’t just a cost centre anymore. It’s now a key driver of growth, thanks to AI and automation. Here’s how it’s happening. Customer support is evolving fast. What was once considered a cost centre is now a powerful growth...

OpsTalent puts low staff turnover at heart of success  

Low pay, high stress, and poor career prospects are some of the reasons cited for high staff turnover in business process outsourcing (BPO). Attrition rates among frontline staff vary from 26% a year to 40% (and sometimes higher). A 2024 poll...

AI in 2025: it’s time to get it right

As AI evolves, its impact on CX will be profound as it becomes an integral part of the customer experience. “Gen AI will fundamentally change the way we interact with technology and the world,” Joana de Quintanilha, VP principal analyst at...

New updates from 8×8 to sweep customer frustration

Customer experience solutions vendor 8×8 has launched new enhancements to its CX platform, helping organisations boost operational efficiency and elevate customer interactions. Key updates include expanded 8×8 Secure Pay capabilities, enabling seamless payments via SMS and email, and an upgraded...

Beverage company modernises HR with 3CLogic’s AI solution

A global alcoholic beverage company is updating its human resources operations by adopting 3CLogic’s AI-powered contact centre solution integrated with ServiceNow’s HR Service Delivery (HRSD). This setup aims to streamline processes and improve employee interactions. Known for its iconic distilleries and...

New Look teams up with Medallia and Higher Oak for omnichannel CX overhaul

New Look has partnered with Medallia and Higher Oak to introduce an omnichannel customer experience (CX) programme across its UK and Republic of Ireland operations. This initiative is designed to enhance how the retailer captures and acts on customer feedback...

Forsta unveils AI capabilities to elevate customer and employee experience

Forsta has launched new AI advancements within its Human Experience (HX) platform. These enhancements stem from a 5-year investment of $500 million in AI development, enabling organizations to gain deeper insights, streamline processes, and take decisive actions to enhance customer...

Ageas UK CEO Ant Middle on CX,  AI and his plans for 2025

In October Ageas UK’ CEO, Ant Middle picked up the Lifetime Achievement Award at the UK Customer Experience Awards. It was the fourth award that night for the insurance firm that has invested heavily in technology to streamline customer journeys,...

Ageas UK CEO delivers profits and customer experience

Ageas has been on a journey. Its decision in February 2022 to sell its commercial insurance business to Axa UK and Ireland for an initial £47.5 million, left the firm committed to its personal line insurance business. To grow, Ageas decided...

Two-thirds of customer service operations plan AI-powered WEM adoption by 2029 

According to a new study by Frost & Sullivan and SuccessKPI, two-thirds of customer service operations aim to integrate AI into their cloud-based Workforce Engagement Management (WEM) applications within the next three to five years. This move addresses growing skills...