Insights
Insights & News page
Delivering a seamless joined up experience, whatever the channel
To deliver great customer experience you need to fully understand your customers – their needs, frustrations and contact preferences.
That’s where we can help. Using an evidence, data-led approach, we manage and optimise contact management, enhancing customer loyalty and satisfaction, as well as their engagement with your brand with our unique blend of technology, high quality agent training, and multiple channels - including voice, mobile, in-person, online, webchat and SMS.
From customer sales and acquisitions, service enquiries and complaint handling, to managing campaigns and retention strategies, we’re trusted by over 50 of the UK’s leading brands across multiple industries, ensuring they can deliver the right contact, via the right channel, at the right time across their entire customer lifecycle.
We’re also leading with the latest digital technology - such as AI, automation, IVR virtual assistance and cloud-based systems - to reduce contact demand and the cost to service, while giving customer service agents the tools they need to provide the very best customer experience.
Whether we're delivering seamless omni- and multi-channel services on your behalf, or helping you improve your performance through an assisted transformation approach, we commercially back our ability to deliver successful client outcomes.
Key statistics
250k
multi-channelled conversations held through us every day
100m+
multi-channelled conversations every year
20k+
agents internationally
How we help
01
Insight-driven
We design evidence-based contact management strategies which meet your complex business challenges, using data and insight to continually test and evolve our strategy to optimise success.
02
Digital technology
We help you reduce contact demand and operational costs with the latest digital technology, including AI, automation, IVR virtual assistance and cloud-based systems.
03
Multi-channel
We have the technology, experience and expertise to handle contact management seamlessly across several channels from voice, mobile and in-person, to online, webchat and SMS.
04
Expert agents
As advances in technology change the customer experience landscape, we continue to invest in the skills of our workforce to ensure our agents are equipped for the most successful customer interactions – now and in the future.
