Articles
Our customer service resources and articles cover a variety of topics, from customer service best practices, communication strategies, to customer satisfaction, and more.
Insights from the Zendesk AI Summit: Shaping the Future of Customer Experience
15/10/24
The Zendesk AI Summit has finished, leaving attendees buzzing with excitement over the potential of AI to transform CX.
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WFM and the Future of CX
06/08/24
How Workforce Management Will Help the Business of the Future Better Meet the Needs of Its Customers (and Employees)
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The Rise of Emotive CX in the Age of AI : Why Human Connection Matters More Than Ever
26/06/24
In any customer interaction, you should always be asking yourself: What’s at stake?
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How to Start Harnessing the Power of AI in the Contact Centre
31/05/24
While Chat GPT and the like are the shiny new arrivals in town, AI is about much more than chatbots.
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Looking boldly into the Emotive CX future - An interview with Ventrica CEO, Iain Banks (part 2)
20/05/24
Introducing part-two of the dive deep into the future of Customer Experience with Ventrica’s CEO Iain Banks.
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Looking boldly into the Emotive CX future - An interview with Ventrica CEO, Iain Banks (part 1)
13/05/24
Our CEO Iain Banks talks looking boldly into the Emotive CX future.
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Ventrica continues its commitment to Real Living Wage
08/05/24
Global CX specialist Ventrica is delighted to announce that it will continue to be a Real Living Wage employer
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Ventrica leader profile: Phil Stringer, Service Delivery Manager, on starting his career in Fintech, developing AI at Ventrica, and winning multiple awards.
06/05/24
Phil Stringer brings a wealth of experience from the customer service and fintech sectors.
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Data Security and Data Sovereignty in Contact Centres
22/04/24
In this article, we examine the key aspects of data security and data sovereignty in contact centres.
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Compliance Risks for Contact Centres and How to Overcome Them
20/03/24
Compliance may initially appear overwhelming, but a proactive strategy can help your organisation.
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What CX Technology Might Look Like in 10 Years
07/02/24
The sense of voyaging into the unknown is what’s getting people excited about this AI-driven wave of transformation.
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How to Improve CX with Analytics
29/01/24
Why can't companies that say improving their CX is a top priority manage to do it?
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Is it really possible to predict customer behaviour?
09/01/24
Why do some brands have the ability to know what will happen or what will appeal to customers long before others do?
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What is Conversational Analytics and Why is It So Powerful for Transforming Your CX?
14/12/23
If you want to know what you’re doing right or wrong in your business, your customers are the best people to ask.
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How to Use ChatGPT to Enhance Customer Experience and Customer Service
23/11/23
We explore how businesses can employ LLM bots like ChatGBT to enhance their CX
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Identifying and Supporting Vulnerable Customers
07/11/23
The pandemic might have ended, but it has left an ongoing health and financial crisis that many are struggling with.
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How to Build a Modern Contact Centre
30/10/23
Take a look at the leading technologies that underpin a modern contact centre.
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Customer Experience Strategies – Your Questions Answered
19/10/23
Customers’ perceptions of CX are shaped by every interaction with your business. Learn more.
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The Strategic Benefits of Outsourcing Your Contact Centre and Customer Experience
09/10/23
Rising consumer expectations and evolving technologies, means managing contact centres is a significant challenge
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The Agent of the Future: Evolving Careers in Contact Centres
05/10/23
Companies that embrace the possibilities that are opening up before us will likely be the winners.
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Iain Banks CEO blog
26/09/23
Ventrica CEO, Iain Banks, discusses National Customer Service Week.
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How customers’ evolving preferences will create the future of CX
14/09/23
What major factors do we think will influence customers' preferences and behaviours in the future?
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The Ultimate Outsourcing Checklist: 50 Things to Do When Choosing a Contact Centre Outsourcing Partner
06/09/23
50 of the most important things you should do during the process of selecting a BPO (Business Process Outsourcer)
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