Call Centre
Customer expectations have changed. They want fast, personalized support across every channel: phone, chat, email, and social. Traditional call centers, even with large teams, often struggle to keep up. Long queues, repetitive inquiries, and high operating costs make it hard to deliver the level of service modern customers demand. This is where AI contact…
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Jack is a 30-year-old customer service agent at a call centre based in Manila. In this job, he helps his clients find new customers and facilitate the onboarding process; and troubleshoots problems for existing ones as well. Every day, millions of call centre professionals based in Asia Pacific like Jack play a crucial role in…
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Over the last two years, demand for call centres has grown as more businesses pivoted online, changing how brands communicate with their customers. Transitioning towards post-pandemic recovery, businesses must continue to transform the way they operate — particularly in the way they deliver customer experience (CX). New research shows that 93% of customers have higher…
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Covid-19 has not only accelerated digital transformation around the world but has also disrupted call centre and customer service operations on multiple fronts. Hold times have increased by 50% since the beginning of the pandemic. Although more than 85% of businesses still use dedicated customer support teams in call centres as part of their customer…
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As the pace of digital transformation continues to accelerate, the world is betting big on artificial intelligence (AI) to be a game-changer that could shape the future of work and life. Business investments into AI technology topped US$67 billion in 2020. Swiss investment banking firm UBS expects AI revenue to hit US$90 billion by 2025.…
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Voice channels remain the primary way businesses and customers communicate with each other. Take the COVID-19 pandemic. During the height of lockdowns, contact centres for various industries were inundated with calls as businesses paused operations. Companies soon discovered how crucial it was for their phone lines to remain accessible during crises. Call centres need to…
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It’s the topic on every employer’s mind: What can companies do to keep employees happy and satisfied with the quality of work when the job market is flush with choices? The global phenomenon of mass resignations first picked up speed in the United States, when the US Bureau of Labor Statistics recorded a record-high 4.4…
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Having a human conversation with a machine has quietly moved from the realm of science fiction into reality. Today, Voice AIs (artificial intelligence) can engage people in conversation, ask and answer questions, and create an interface between people and computers using two-way natural language interactions. Call centres, virtual assistants and chatbots applications make up Voice…
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Whether they’re in retail, financial services, internet services, or logistics, businesses are willing to pay top dollar to increase and maintain their customers’ happiness — that’s why the outbound customer service market is worth about US$300 billion, and the inbound CS market is worth US$1 trillion. The millions spent to reach, activate, and acquire new…
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