Contact matters in our digital way of life


Connect with your customer at every level
to deliver a brilliant customer experience.

Meaningful connection is becoming increasingly important as businesses move online to meet the demand of millions of new digital customers.

The contact centre has never been more central to delivering an outstanding and seamless customer experience, but how are contact centre agents coping with this sudden shift? 

For the first time, our global research asks contact centre agents about their experiences so that we can help businesses move past survival to a thriving future.

Cloudy with a chance of AI Webinar with Dr. Nicola Millard

Join us on 24th March to hear new insights into the future of the contact centre.

Further insights

Want to find out more about the revolutionary strategies that will transform the contact centre of the future? We’ve brought together a collection of expert opinion, insight and advice across these blogs.

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Cloudy with a chance of AI

Our research looks at changing consumer behaviour and how handling complex conversations under pressure has affected agents.

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Extraordinary customer attitudes in an extraordinary year

Our research with Cisco reveals the effects of the pandemic on customer attitudes towards contacting large organisations.

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Why omnichannel is no longer a ‘nice to have’

Today’s contact centre needs to redefine ‘omnichannel’ to deliver an excellent customer experience and meet their expectations.

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How AI is transforming the contact centre experience

AI promises to enhance the customer contact experience, but some organisations struggle to make the most of the technologies.

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4 reasons cloud adoption programs fail to scale

Organisations migrating key operations such as contact centres to the cloud need to take a holistic approach.

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3 golden rules for making your contact centre ROI model successful

How can organisations make the most of the cost saving opportunities?

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3 tips for balancing productivity and wellbeing in a remote contact centre

Balancing productivity and wellbeing in a remote contact centre brings challenges around working practices, agent engagement and collaboration tools.

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4 routes to securing your contact centre now agents are working from home

Organisations need to review and improve their contact centre security to adapt to a more permanent homeworking environment, or risk security breaches.

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How cloud technology supports sustainable contact centres

71% of contact centre agents prefer working from home. Cloud technology has played a big part in supporting this. Benefits include environmental, financial, and operational.

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