Contact centres

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In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots...
17th Jan 2019
As a customer service professional, your goal is to help your customers by solving their concerns quickly and effectively. This isn't easy...
8th Jan 2019
As the CCMA celebrates its 25th anniversary, we talk to the organisation’s chief executive, Ann-Marie Stagg, about how call centres have...
28th Dec 2018
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What have customer service leaders been focused on over the last 12 months? Throughout 2018 we’ve witnessed some major trends come to the...