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Kenzie Fitzpatrick at Five9 explores how to build a more effective call centre dashboard, from the agent workspace to the key metrics worth tracking.
Every interaction a customer has with your contact centre generates data. The problem isn’t collecting it – modern platforms do that automatically. The problem is whether anyone can see it clearly enough and fast enoug...
Many contact centres have expanded into email, chat, messaging, social media, and AI-powered channels, but quality assurance has not always evolved at the same pace.
For many, voice still receives the majority of QA attention, while digital channels and chatbots receive far less scrutiny, creating inconsistent standards, hidden risks, and an incomplete view of custo...
Claire Butcher at Sabio explores how organisations can align AI accountability, influence and commercial models to deliver measurable CX outcomes.
According to Google Cloud’s ROI of AI 2025 report, 88% of agentic AI early adopters report ROI from at least one GenAI use case, compared with 74% across all organisations.
At the same time, research from Deloi...
This blog summarises the key points from a recent article by Derek Corcoran at Scorebuddy, exploring how contact centres are shifting from traditional QA towards broader CX intelligence, and the challenges involved.
Most quality programmes were built around one fundamental question: Did the agent handle that conversation properly?
It’s a simplified view of...
More than eight in ten FCA-regulated businesses believe they could provide evidence of fair customer treatment if reviewed by a regulator, according to new research commissioned by MaxContact.
However, the research found that 54% of UK contact centre managers and directors have discovered a compliance breach outside their routine quality assurance reviews, highlight...