It's been predicted that up to 75% of all customer service calls will be made out of loneliness by 2026. What can organisations do to ensure they're combatting this challenge in a sincere and effective manner?
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A Matter of Perspective: Shifting Customer Expectations
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#Reset - Customer Service in 2025
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Making decisions in an age of chronic uncertainty.
The business process outsourcing (BPO) market continues to grow apace.
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It's been predicted that up to 75% of all customer service calls will be made out of loneliness by 2026. What can organisations do to ensure they're combatting this challenge in a sincere and effective manner?
CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2022 can be fou
What do we want for 2022? Peace, health and being with our loved ones are high on the list. And Santa, if there's spare goodwill, a return to the stuff we've missed?
Research recently conducted by Webhelp and YouGov on Christmas shopping habits and influences,
The GoContact project at Generali Portugal won the prize for Excellence for Best Technological Innovation Project.
Webinar replay from Sabio
The growth of automation and self-service technology is helping organisations serve their customers in the way they want to engage. But have we stopped to consider the impact this is having on our contact centre agents?
The Ultimate Guide to Customer Experience
How our call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel.
For Allianz Direct, transforming operations to make insurance products and services as easy and intuitive as possible for its customers across Europe is critical.
How HomeServe UK worked with Sabio to deploy one of the most advanced conversational AI implementations to support its core claims processes
Take your first step towards a digital voice channel. Intent Capture and Analysis (IC&A) uses Google Cloud's Contact Centre AI to uncover reasons for calls into the contact centre. By capturing customers intents and categorising the reasons for calling, y
A message from our CEO ahead of the CCA Leaders' Summit on 1st Dec 2021
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