The COVID-19 pandemic put organisational change into hyperdrive. Businesses were compelled to move to work from home or hybrid working models, whic...

Today's digital fluent customers have high expectations and are the least loyal of all groups. Great CX is the key to retaining digital-fluent cust...

The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there is no going back to how things were. Deprived...