Insight Archives - Page 3 of 5

Empowering Contact Centre Leadership at Every Level

Gareth Tuesday 3 March No Comments

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an…

Case Study: Using Intelligent Automation to Unlock Efficiencies & Improve Customer Satisfaction 

Gareth Wednesday 3 March No Comments

Challenge Overview The Driver and Vehicle Licensing Agency (DVLA) is an executive agency of the UK Government’s Department for Transport. The DVLA is a critical public organisation, responsible for more…

Watch: Proactive Contact = CX and Efficiency

Gareth Thursday 2 February No Comments

CCMA research reveals that consumers like proactive contact if there is something in it for them. For example status updates, responses to outstanding queries, being taught how to self-serve or…

Thrive in 2025 with a Skilled Frontline

Gareth Monday 2 February No Comments

With skills becoming the new global currency in the workforce, contact centres are taking advantage of the opportunity this paradigm shift provides. Skills-based hiring, reskilling, and upskilling the frontline are…

Framing CX Investment as a Strategic Imperative

Gareth Monday 5 May No Comments

As businesses face rising operational costs and economic uncertainty, tkg highlights the importance of positioning Customer Experience (CX) technologies as essential to long-term business sustainability has become critical. Rather than…

Contact Centre Predictions 2026: Ten Key Trends for a Pivotal 12 Months

Gareth Thursday 1 January No Comments

Looking to the year ahead, the UK contact centre industry is entering a defining phase. The convergence of advanced AI, evolving customer expectations and a changing skills requirement is reshaping…

Looking Back: Contact Centre & Customer Services Summit Highlights

Gareth Wednesday 1 January No Comments

Last year’s Contact Centre & Customer Services Summit brought senior leaders together for two days of focused learning, strategic discussion and meaningful connection. Delegates took part in pre-arranged one-to-one meetings with solution providers, allowing…

Consumer Duty – A Catalyst for Transforming Insurance Operations

Gareth Friday 7 July No Comments

Insurers are facing a pivotal opportunity to reimagine their operations, improve customer experiences, and reduce costs - driven by the regulatory shift brought about by Consumer Duty. Far from being…

UK Employment Law Changes – Six Considerations for Contact Centres

Gareth Friday 7 July No Comments

From statutory sick pay to sexual harassment and unfair dismissal, major employment law changes are underway in the UK. In the latest episode of the CCMA’s Informer podcast, Peninsula UK’s…

The New Customer Experience Challenge – Creating Digital and Data–Led Interactions

Gareth Thursday 7 July No Comments

Conversational generative AI agents are revolutionising insurance customer service by delivering personalised, instant support across multiple channels. Powered by natural language processing and machine learning, AI streamlines claims, policy management…

Insight Category: Insight

Empowering Contact Centre Leadership at Every Level

Case Study: Using Intelligent Automation to Unlock Efficiencies & Improve Customer Satisfaction

Watch: Proactive Contact = CX and Efficiency

Thrive in 2025 with a Skilled Frontline

Framing CX Investment as a Strategic Imperative

Contact Centre Predictions 2026: Ten Key Trends for a Pivotal 12 Months

Looking Back: Contact Centre & Customer Services Summit Highlights

Consumer Duty – A Catalyst for Transforming Insurance Operations

UK Employment Law Changes – Six Considerations for Contact Centres

The New Customer Experience Challenge – Creating Digital and Data–Led Interactions

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