Stephanie Lennox

When people think of fraud, their minds usually go to high-tech hacking or dodgy emails about winning the lottery. But one of the lesser-talked-about hotspots for fraud is… You’ve guessed it… Your contact centre!

These days, providing an exceptional customer experience (CX) is not just a necessity – it’s a key differentiator.

While social media is a great tool for immediacy and visibility, there’s one area that’s still far too often underestimated: customer privacy.

With flashier channels like WhatsApp, webchat, and in-app messaging hogging the limelight, you’d be forgiven for thinking outbound SMS was a relic of the past… But when used well, it’s still one of the most reliable, personal, and cost-effective tools in your customer engagement kit!

That’s why we tackled this tough topic in our Call Centre Helper webinar – hosted by Xander Freeman – for a masterclass in turning compassion into a commercial strategy rather than a “soft skill” and a frank, research-backed look at the different sides of empathy.

We’re not saying they shouldn’t – good customer support will always be needed – but what if you could eliminate the need for many of those calls entirely? That’s exactly what a Level Zero support strategy is all about.

Is your business missing out on top talent? Learn how fostering a workplace that celebrates LGBTQ+ employees benefits your company culture and bottom line.

Startups are known for disrupting the status quo, but are they perpetuating a gender pay gap? We lift the lid on what’s really going on.

It was the buzzword on every corporate leader’s lips, the promise dangled before candidates, and, for many, a lifeline during and after the chaos of the pandemic years.

The good news is that there has never been a better time to drive improvements, with a whole host of new tactics out there to try – both from the human side and the latest in technological advancements.