Whitepaper

A recent survey suggests that 75% of contact centre are looking to invest in AI to improve CX over the next 18 months.

07/02/24

The sense of voyaging into the unknown is what’s getting people excited about this AI-driven wave of transformation.

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?

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.

Whitepaper

From the cloud to AI, how to use the latest customer contact technologies to improve your customer relationships

23/11/23

We explore how businesses can employ LLM bots like ChatGBT to enhance their CX

30/10/23

Take a look at the leading technologies that underpin a modern contact centre.

05/10/23

Companies that embrace the possibilities that are opening up before us will likely be the winners.

14/09/23

What major factors do we think will influence customers' preferences and behaviours in the future?

15/10/24

The Zendesk AI Summit has finished, leaving attendees buzzing with excitement over the potential of AI to transform CX.

06/08/24

How Workforce Management Will Help the Business of the Future Better Meet the Needs of Its Customers (and Employees)

26/06/24

In any customer interaction, you should always be asking yourself: What’s at stake?

20/02/24

We recently launched Ventrica AI and the positive impact it has had in developing the relationship between our clients.

Whitepaper

Moving from survey-based measurement to predictive analytics to transform the customer experience.

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.

23/11/23

We explore how businesses can employ LLM bots like ChatGBT to enhance their CX

14/09/23

What major factors do we think will influence customers' preferences and behaviours in the future?

15/05/23

See how omnichannel shopping can help bring together digital and in-person customer experiences.

28/10/22

To be customer-centric, you need to consider the omnichannel service you provide.

28/10/22

How your brand is perceived is important when improving your CX. Find out more about the impact of brand values.

27/10/22

In the world of customer experiences, success is where as a business you have provided satisfaction and left a lasting

26/10/22

Having your website, service, or product reviewed can provide your business with valuable feedback.

13/10/22

There’s no hiding from it; poor customer experiences will lead to lost revenue. Understand the Impact of Bad CX.

13/10/22

Conversational Commerce is revolutionising how customers interact with businesses. So what exactly is it?

06/09/22

What is it that employees want in 2022, and how do you find and recruit the best talent available?

05/08/22

Brand ambassadors can ensure positivity around your brand is consistent & help to promote your products & services

Whitepaper

How the approach to Customer Experience will evolve for global brands

03/07/23

Whether you’re a startup or an established global brand, a team of talented individuals can help you achieve your goals

14/03/23

How to provide a better experience for your employees and the benefits this provides to your business.

14/03/23

Learn how to prioritise the human element in the modern workplace to drive success.

14/03/23

Discover how investing in employee satisfaction and retention is crucial.

Whitepaper

It’s beyond doubt that a more engaged workforce leads to more satisfied customers, who purchase more.

20/02/23

If you're a business struggling with recruitment, choosing outsourcing solutions may offer the support you need.

16/02/23

Harmony within a team is an important factor all businesses need to consider but how can this be achieved?

16/02/23

The experience of your employees matters, & whilst some companies ace it, others may struggle to see the benefit.

26/07/23

There are a few main reasons your contact centre might choose to work with an outsourcing partner to manage peak demand

07/02/23

Learn how to reduce the strain on your agents, while ensuring the customer receives the best help they can.

07/02/23

Planning ahead for peak times is an important part of workforce management.

Whitepaper

In this series of short guides we look at the challenges of handling peak demand.

30/11/22

How to effectively manage recruitment and onboarding new employees in a post-COVID world?

22/09/22

We take a look at how businesses can balance resources and customer demand in and out of the contact centre

Whitepaper

How to Position Your Business for When Growth Returns to the Economy

09/10/23

Rising consumer expectations and evolving technologies, means managing contact centres is a significant challenge

06/09/23

50 of the most important things you should do during the process of selecting a BPO (Business Process Outsourcer)

15/08/23

When considering what outsourcing can do for your company, understanding the different BPO models can be helpful.

18/07/23

Turning your contact centre into a profit centre is challenging, but can be achieved. Find out how your contact centre

13/06/23

South Africa is a hidden gem in the global BPO landscape. Find out why!

29/05/23

Contact centres have evolved with the times, digitally transforming customer experience.

26/05/23

Contact centres have evolved with the times, digitally transforming customer experience.

Whitepaper

When growing a business, ensuring business functions and processes remain efficient as you scale is crucial.

17/01/23

How to choose the right outsourcing model for your businesses?

30/11/22

Understanding what your customers want is something many businesses struggle with, so how do brands do it?

04/08/22

Brand values that resonate with your customers strengthens your market position & improves customer retention.

28/07/22

NPS and review scores are extremely important. Here are 5 ways you can help improve your scores.

Whitepaper

How to create and execute a customer experience strategy for your brand that delivers real commercial results

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?

07/11/23

The pandemic might have ended, but it has left an ongoing health and financial crisis that many are struggling with.

19/10/23

Customers’ perceptions of CX are shaped by every interaction with your business. Learn more.

09/10/23

Rising consumer expectations and evolving technologies, means managing contact centres is a significant challenge

17/11/21

Measuring customer experience is key when crafting a premium customer journey.

17/11/21

Mapping the customer experience journey is a key part of improving processes, ensuring there is clear vision.

17/11/21

Learn how to improve the customer experience (CX) on your website and help your brand stand out.

17/11/21

Having customer experience success stories to share will show your expertise once your strategy is in full swing.

17/11/21

Great CX starts with a customer experience strategy at its foundation.

17/11/21

How do you provide an ongoing great customer experience? By building a customer experience team.

16/11/21

Introduction to great customer experience, from creating a strategy to building a great team.

22/04/24

In this article, we examine the key aspects of data security and data sovereignty in contact centres.

03/07/23

Gain valuable insights into designing a seamless work environment and nurturing a culture of inclusivity

31/05/23

See how to make a success out of a hybrid or remote working model

30/05/23

Explore the significance of technology in hybrid work and how it can help your business succeed.

03/05/23

Learn how to effectively manage your remote workforce and promote their health and well-being.

26/04/23

Discover our guide to effective remote recruiting & onboarding.

26/04/23

We look at the benefits of hybrid working for companies and employees, as well as hybrid workplace challenges.

Whitepaper

Discover how you run a hybrid contact centre efficiently in this post-pandemic world.

Whitepaper

Evolving customer preferences and advances in technology are transforming the customer experience.

20/03/24

Compliance may initially appear overwhelming, but a proactive strategy can help your organisation.

Whitepaper

Compliance may initially appear overwhelming, but a proactive strategy ensures you adhere to all regulations.

29/01/24

Why can't companies that say improving their CX is a top priority manage to do it?

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.