With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

I was only trying to order my contact lenses. A mundane task, undertaken nose-in-phone while walking somewhere, probably late, likely crossing a road, which is my preferred, death-adjacent method for ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Megan Jones of Call Centre Helper recently interviewed me about the “Pillars of Customer Service.” In preparation, I did a Google search and asked, “What are the pillars of customer service?” There ...

In a customer-centric world, brands are constantly seeking innovative ways to improve customer service. The integration of AI technologies into contact center platforms has improved customer ...

Almost every sector in the UK has faced unprecedented disruption in 2020 and the finance sector is no different. In particular, businesses operating in this industry have had to overcome a series of ...

Customer agents at a call centre in Metro Manila on April 24, 2024. There are fears the US could make it harder or less attractive for American firms to outsource customer service work overseas. Photo ...

Why people hate repeating themselves: The psychology of contact centresIssued by Smartz SolutionsJohannesburg, 28 Aug 2026 Why people hate repeating themselves: The psychology of contact centres.

Telewest is planning to roll out new software to its customer service call centres later this year. The cable operator has selected the User Process Management Platform from London-based Corizon. The ...

Eir, the largest provider of fixed line telecommunications services in Ireland, has announced what is being called a “transformative” partnership with NTT Data and Genesys. Offering broadband, voice, ...

The 46-year-old senior director for operations at a call centre in Manila oversees major client accounts and workforce planning. She believes those in management roles are particularly vulnerable.