Articles.

• Article

Amid the intense competition of today's market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle.
Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

• Article

Amid the intense competition of today's market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle.
Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

• Article

Amid the intense competition of today's market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle.
Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

• Article

In today’s hyper-connected world, where the need to deliver personalised engagement and intuitive customer service has become the minimum industry standard, contact centres have become a hub of personal customer data.

While access to this information is vital to business success, it also represents a growing target for malicious actors, with the threat from within becoming a more prolific risk.

• Article

The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024.

According to Gartner Inc., the global conversational AI and virtual assistant market represents the fastest-growing segment in the contact centre space.

The report states that the number of AI-assisted customer interactions continues to increase, with most applications used to augment live agent engagement, instead of fully offloading to a virtual agent.

• Article

The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024.

According to Gartner Inc., the global conversational AI and virtual assistant market represents the fastest-growing segment in the contact centre space.

• Article

As cyberattacks continue to evolve, the risks from malicious insiders pose a significant danger to data confidentiality and operational stability due to potential breaches and data leaks.

“While insider threats are an often overlooked aspect of the constantly evolving cybersecurity risk landscape, they pose significant risks to contact centre operators,” says Andy Green, BLOCKPHISH CEO and co-founder.

• Article

Amid the intense competition of today's market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle.
Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

• Article

By Craig Smith, CX Automation Manager and Damian Copeland, COO.While artificial intelligence (AI) has been around for nearly 50 years, adoption rates are accelerating across every business sector as the hype around generative AI (GenAI) spurs investment.In the contact centre space, many operators have already implemented AI technology in some guise to support better engagement and enhance customer experience (CX).