When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

In 2026, contact centre leaders are being pulled in two directions at once. Executives are demanding AI‑driven efficiencies, while customers expect more human, empathetic support than ever.

Company says tech is meant to improve clarity and reduce ‘accent-related friction,’ but its use is stirring up debate ...

With nearly two decades of retail management and project management experience, Brett Day can simplify complex traditional and Agile project management philosophies and methodologies and can explain ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

With customers complaining about high call volumes and long wait times for companies to resolve their issues, could customer service standards be slipping? (Illustration: CNA/Rafa Estrada) New: You ...