The future of contact centres is not about choosing between humans and technology. It’s about leveraging both to create a more efficient, empathetic and successful customer service environment.

Sharing innovative ideas about customer services like call centres, phone answering, business process outsourcing, lead generation, verification service, chat support etc. Join group 35 opinions 3 ...

When CNA visited UOB’s contact centre last week, it was bustling with activity. Dozens of customer service officers were on the phone, speaking to callers while others chatted online with customers.