Latest posts
Opinion
11 September 2019
Personalising customer contact: a customer in need
When deployed carelessly, automation can erect a barrier between a company and its customers and deliver a diminished or unfair experience t…
Opinion
3 September 2019
Preparing employees for the future of customer contact
In the fast-moving new age of communication, what role does the call agent have? With the steady decline of call interactions and the emerge…