reimagining-the-contact-centre-for-the-future 
CSM Magazine
OCTOBER 26, 2020
In the last decade the way people maintain contact with each other has changed immeasurably. With the introduction of SMS messaging in the late 90’s and social media networks in the mid 2000’s, we have more contact with friends, relatives, celebrities and businesses than ever before. Surely there is a better way!
CSM Magazine
OCTOBER 17, 2023
Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. With that in mind, how do contact centre leaders prepare their frontline teams for future success?
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CSM Magazine
OCTOBER 12, 2023
The new report provides organisations with strategic guidance on adapting to the seismic shifts in customer behaviour that are reshaping customer journey and contact service strategies. Going forward, service strategies need to be braver, better and more in tune with people’s emerging needs.” Download CX Realities 2023 here.
CSM Magazine
APRIL 20, 2021
Nick Dicksee, CPaaS Specialist Lead at Avaya UK&I, explains how organisations can catapult themselves into the future of work with a simple and powerful framework designed to aid Total Experience. Over the past year, the focus on Unified Communications has shifted from an area of increased interest to a necessity for business continuity.
Magellan Solutions
AUGUST 19, 2021
Retail banks , like most companies, face an urgent imperative to reimagine themselves. . With an expected CAGR of 45.23% between 2020 and 2027, the future of neo-banking looks very promising. . BPO Philippines Reshaping The Retail & Banking Industry. The COVID-19 health crisis has reshaped the global economy and society. .
Magellan Solutions
JULY 14, 2021
Call centre services Philippines and other outsourced business operations are critical to the economy. 2021 BPO Status in the Philippines. The working conditions increased the fear of Covid-19 among 247 bpo services inc. The pandemic damaged even the BPO sector. But the BPO industry in the Philippines accommodated many adjustments.
Smith+co CX
JANUARY 30, 2018
“The purposeful, intentional and consistent implementation of customer experience is the staple diet for market leading brands.”. According to Forrester’s 2017 CX Index , customer experience quality has plateaued or declined for most industries and companies. Have the aliens landed? We're playing computer games as we wait for haircuts.
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