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Overcoming Key Challenges for Public Sector Contact Centres in 2024 and Beyond
The public sector contact centre industry faces unique challenges in delivering high-quality customer service to the general public while managing tight budgets and dated technology. Here, we highlight several key themes and pain points impacting customer experience in 2024 across local governments in the UK. Key Challenge #1: Slow Adoption of Digital Channels One striking…
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Ofcom’s Plan of Work 2024/25: What Contact Centre Leaders Need to Know
As a contact centre leader, staying on top of regulatory changes is crucial to ensure compliance and a customer-centric approach. Ofcom, the UK’s communications regulator, has recently published its Plan of Work for 2024/25, outlining its priorities and projects for the coming year. While the plan covers a wide range of areas, including media and…
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Debunking the Top AI Myths in the Contact Centre Industry
As artificial intelligence (AI) disrupts industries at a breakneck pace, the contact centre industry hasn’t been immune to a fog of misconceptions and myths clouding its true capabilities and limitations. We tackled these misconceptions head-on during our webinar titled “Top things you really need to know about AI in the contact centre,” where industry experts…
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