For decades, customer contact centres have served as a frontline of corporate engagement, handling everything from basic enquiries to complex complaints. Traditionally, agents have relied on carefully constructed scripts to guide conversations, ensuring that each interaction adheres to company standards and ideally results in a satisfactory outcome. However, as artificial intelligence (AI) takes on a …

Fronting up to a bricks and mortar premises has ceased to be the default move for customers seeking information about, or assistance with, a supplier’s products or services. In today’s times, the contact centre is almost invariably their first port of call and, as a result, it’s become the beating heart of every organisation that …