Since March 2020, how many times have you heard ‘due to Covid, we can’t do x, y and z’ or ‘there’s a delay due to Covid’? More than a handful, we bet, and over a year on, the excuse is starting to wear thin. Whilst Covid and its restrictions have seriously impacted people and businesses, UK consumers are fed up…

Not feeling as sharp as you were back in early 2020? You’re not alone. ‘Pandemic brain’ is affecting our productivity and ability to concentrate at work, and it doesn’t seem to be going away even with the easing of restrictions. Just a few weeks ago…

We don’t mean to offend but you’re probably a bit of a liar. We’re not singling you out though: most of us tell a whopper or two every now and then. But in this case, we’re not talking about covering up the fact that you…

Financial services call centres provide an important touchpoint for customers, including those who can’t make it into a physical bank branch, and those who prefer to speak to a real person rather than banking via a website or smartphone app. During the Coronavirus pandemic, telephone…

Tipped to be the next big business challenge, keeping hold of your talented team members should be at the top of your agenda. According to a recent study, 74% of employees stayed in their current jobs purely out of security during the financial uncertainty of the pandemic. So, whilst the…

It feels like a transformative moment. As the economy slowly opens up, consumers and businesses are starting to spend again. While some have suffered real financial hardship during the pandemic, others have built up a pool of post-Covid cash. But to be in with the…

One hallmark of the past 12 months has been the immediate shift to working from home (WFH) for the vast majority of people in clerical, administrative and office jobs, in order to support the commitment to maintaining social distance as much as possible. The emergence…

Recent research found that 75% of customers will spend more to buy from a company that offers a good customer experience (CX). Another study found that nearly half of consumers would ditch a brand for a competitor due to poor CX. We already know that…

Almost every organisation says they put customers first, but not all of them match words with action. So how do you build and measure a true customer-first approach? In our latest ebook we’ll explain why, in customer and colleague communication, AI-driven speech analytics should now…

How to secure your contact centre against cyber attacks. In our latest ebook, ‘a guide to security in your hybrid-working contact centre‘ you’ll learn: The impact Covid and remote working has had on contact centre data security How to secure your contact centre for 2021…

Your customers, your teams and tech for your contact centre – what you need to know in 2021 In our latest ebook, ‘digital transformation, CX and your customers’ you’ll learn:  What is digital transformation and how is it impacting your role? How technology helped some contact…

We’ve integrated Avoira’s award-winning voice analytics solution, Xdroid, to help businesses create more satisfying customer experiences. Avoira’s speech analytics accurately QA checks every single conversation, at mass scale, with market-leading accuracy. It provides insight to a business on all customer and agent conversations, using Machine…