Contact matters in our digital way of life
Connect with your customer at every level to deliver a brilliant customer experience.
Overview
Create a brilliant customer experience with immediate, helpful customer service at every level.
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.
Insights
Our new research delves into the changing behaviours and needs of today’s customer and contact centre agents and how they are adapting to our more digital way of life.
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'Cloudy with a chance of AI' webinar with Dr. Nicola Millard
Watch our webinar to hear new insights into the future of the contact centre.
Watch webinarFurther insights
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Our research looks at changing consumer behaviour and how handling complex conversations under pressure has affected agents.
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AI promises to enhance the customer contact experience, but some organisations struggle to make the most of the technologies.
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Balancing productivity and wellbeing in a remote contact centre brings challenges around working practices, agent engagement and collaboration tools.
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