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The Contact Centre Podcast

Aug 30, 2019

Dr. Nicola Millard of BT discusses the latest trends in customer behaviour and how they may influence your call centre's channel shift strategy. 

In our discussion, we also talk about how you can improve your digital customer service strategy, the growth of live chat and the future of the contact centre.

This podcast...


Aug 23, 2019

Martin Hill Wilson of Brainfood Consulting discusses how we can improve the customer experience by designing simple, low-effort and fast customer journeys.

In our discussion, we also talk about understanding customer behaviours, reducing customer service costs and the fundamentals of digital transformation. 

This...


Aug 16, 2019

Dr. David Naylor of Humanotics discusses how call centres are using different forms of artificial intelligence (AI), while dissecting some of the hype surrounding the technology.

In our discussion, we remove many AI in customer service miscoceptions while discussing the promise of technologies such as predictive...


Aug 9, 2019

Nerys Corfield of Injection Consulting shares her own observations of how call centers are using First Contact Resolution (FCR) and talks about the metric's growing popularity. 

In our discussion, we also discuss the foundations for measuring FCR realistically, how to use your FCR figure to make positive changes to...