Business Process Outsourcing (BPO) services play an important role in enhancing business agility by enabling companies to swiftly adapt to evolving market conditions, leverage a larger talent pool, access technology and optimise operational efficiency. This is particularly evident in the…
Digital transformation is revolutionising the customer experience, particularly in contact centres, which have become more than just support hubs; they are pivotal touchpoints in the customer journey, and, thanks to enhanced technologies, can offer highly personalised experiences. Artificial intelligence (AI),…
A few short years ago, if you asked C-level leaders which key performance indicators (KPIs) determine whether a contact centre is operating efficiently and effectively or not, most would list service levels and customer satisfaction. Some would even mention first…