Helpline metrics are among the most misunderstood parts of running a support service. Ask someone what a helpline...
Industries
Summer Demand in Contact Centres: What We’ve Learnt. Lesson #1
Summer doesn't make demand more predictable. It makes flexibility more important For 35 years, we've worked...
Responsible AI in Contact Centres: Why Human Oversight Still Matters in Helplines and Support Services
Artificial intelligence is rapidly becoming part of modern communication services. From call transcription and...
Why Voice Still Wins
Digital channels are rising and shaping a new reality for service design. Across the UK public sector, digital contact...
Anti-Bullying Week 2025: Connection, Kindness, and Communication
It takes connection to build kindness This week, as the UK observes Anti-Bullying Week 2025, we are reflecting on what...
Navigating the Future of Cybersecurity: Embracing Zero Trust and a Passwordless World
In an era where digital interactions underpin business operations, cybersecurity isn't luxury — it's an absolute...
The Importance of Secure Call Handling in the Public Sector
Generally speaking, the modern user journey or customer experience is made up of multiple channels and various...