Blog

Get access to our latest news by signing up for our newsletter.

Call Center

The Future of Customer Support: When Is the Right Time to Automate Phone Calls Using Phone Bots?

In today’s digital era, customer support is a critical touchpoint for maintaining competitive advantage. As businesses strive to improve efficiency, reduce costs, and enhance the customer experienc...

Call CenterWhen Licences Get Revoked: What DVLA’s Action Means for Customer Care and Digital Transformation

When Licences Get Revoked: What DVLA’s Action Means for Customer Care and Digital Transformation

On February 16, 2025, a startling announcement rocked the motoring world: the Driver and Vehicle Licensing Agency (DVLA) revoked the driving licenses of 140,792 road users. This sweeping action was...

Call CenterI’m Pretending to Understand AI: The Real Difference Between Dialogflow and Generative AI in Customer Care

I’m Pretending to Understand AI: The Real Difference Between Dialogflow and Generative AI in Customer Care

I’m not an engineer—I’m a business leader and a customer care professional trying to keep up with the rapid pace of technological change. Yet, like many in the industry, I sometimes find myself nod...

Call CenterWhat If 70% of Calls Are Operated by Phone Bots? Impact on Users, Call Center Agents, and Customer Care Executives

What If 70% of Calls Are Operated by Phone Bots? Impact on Users, Call Center Agents, and Customer Care Executives

In today’s fast-evolving digital landscape, advances in artificial intelligence (AI) and automation are transforming the way businesses operate. One of the most compelling developments in recent ye...

Call CenterWhen Outsourced Call Centers Go Dark: Navigating Sudden Disruptions in Customer Support

When Outsourced Call Centers Go Dark: Navigating Sudden Disruptions in Customer Support

In today’s volatile business environment, outsourcing call center operations has long been a favored strategy for companies looking to streamline costs and improve efficiency. However, recent high-...

Call CenterNavigating a Product Recall: Strategies for Call Center Executives, Store Staff, and CEO/CDOs

Navigating a Product Recall: Strategies for Call Center Executives, Store Staff, and CEO/CDOs

In today’s fast-paced retail landscape, product recalls have become an inevitable part of doing business—especially when the safety of consumers is at stake. Recently, a high-profile case involving...