Resources / Articles

Articles

Our customer service resources and articles cover a variety of topics, from customer service best practices, communication strategies, to customer satisfaction, and more.

WFM and the Future of CX WFM and the Future of CX

How Workforce Management Will Help the Business of the Future Better Meet the Needs of Its Customers (and Employees)

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Employee growth and the evolution of contact centre training - An interview with Kelly Jaynes, Ventrica’s Head of Quality & Learning and Development Employee growth and the evolution of contact centre training - An interview with Kelly Jaynes, Ventrica’s Head of Quality & Learning and Development

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The Rise of Emotive CX in the Age of AI : Why Human Connection Matters More Than Ever The Rise of Emotive CX in the Age of AI : Why Human Connection Matters More Than Ever

In any customer interaction, you should always be asking yourself: What’s at stake?

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How to Start Harnessing the Power of AI in the Contact Centre How to Start Harnessing the Power of AI in the Contact Centre

While Chat GPT and the like are the shiny new arrivals in town, AI is about much more than chatbots.

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Looking boldly into the Emotive CX future - An interview with Ventrica CEO, Iain Banks (part 2) Looking boldly into the Emotive CX future - An interview with Ventrica CEO, Iain Banks (part 2)

Introducing part-two of the dive deep into the future of Customer Experience with Ventrica’s CEO Iain Banks.

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Looking boldly into the Emotive CX future - An interview with Ventrica CEO, Iain Banks (part 1) Looking boldly into the Emotive CX future - An interview with Ventrica CEO, Iain Banks (part 1)

Our CEO Iain Banks talks looking boldly into the Emotive CX future.

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Ventrica continues its commitment to Real Living Wage Ventrica continues its commitment to Real Living Wage

Global CX specialist Ventrica is delighted to announce that it will continue to be a Real Living Wage employer

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Ventrica leader profile: Phil Stringer, Service Delivery Manager, on starting his career in Fintech, developing AI at Ventrica, and winning multiple awards. Ventrica leader profile: Phil Stringer, Service Delivery Manager, on starting his career in Fintech, developing AI at Ventrica, and winning multiple awards.

Phil Stringer brings a wealth of experience from the customer service and fintech sectors.

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Data Security and Data Sovereignty in Contact Centres Data Security and Data Sovereignty in Contact Centres

In this article, we examine the key aspects of data security and data sovereignty in contact centres.

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Compliance Risks for Contact Centres and How to Overcome Them Compliance Risks for Contact Centres and How to Overcome Them

Compliance may initially appear overwhelming, but a proactive strategy can help your organisation.

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What CX Technology Might Look Like in 10 Years What CX Technology Might Look Like in 10 Years

The sense of voyaging into the unknown is what’s getting people excited about this AI-driven wave of transformation.

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How to Improve CX with Analytics How to Improve CX with Analytics

Why can't companies that say improving their CX is a top priority manage to do it?

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Is it really possible to predict customer behaviour? Is it really possible to predict customer behaviour?

Why do some brands have the ability to know what will happen or what will appeal to customers long before others do?

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What is Conversational Analytics and Why is It So Powerful for Transforming Your CX? What is Conversational Analytics and Why is It So Powerful for Transforming Your CX?

If you want to know what you’re doing right or wrong in your business, your customers are the best people to ask.

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How to Use ChatGPT to Enhance Customer Experience and Customer Service How to Use ChatGPT to Enhance Customer Experience and Customer Service

We explore how businesses can employ LLM bots like ChatGBT to enhance their CX

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Identifying and Supporting Vulnerable Customers Identifying and Supporting Vulnerable Customers

The pandemic might have ended, but it has left an ongoing health and financial crisis that many are struggling with.

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How to Build a Modern Contact Centre How to Build a Modern Contact Centre

Take a look at the leading technologies that underpin a modern contact centre.

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Customer Experience Strategies – Your Questions Answered Customer Experience Strategies – Your Questions Answered

Customers’ perceptions of CX are shaped by every interaction with your business. Learn more.

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The Strategic Benefits of Outsourcing Your Contact Centre and Customer Experience The Strategic Benefits of Outsourcing Your Contact Centre and Customer Experience

Rising consumer expectations and evolving technologies, means managing contact centres is a significant challenge

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The Agent of the Future: Evolving Careers in Contact Centres The Agent of the Future: Evolving Careers in Contact Centres

Companies that embrace the possibilities that are opening up before us will likely be the winners.

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Iain Banks CEO blog Iain Banks CEO blog

Ventrica CEO, Iain Banks, discusses National Customer Service Week.

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How customers’ evolving preferences will create the future of CX How customers’ evolving preferences will create the future of CX

What major factors do we think will influence customers' preferences and behaviours in the future?

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The Ultimate Outsourcing Checklist: 50 Things to Do When Choosing a Contact Centre Outsourcing Partner The Ultimate Outsourcing Checklist: 50 Things to Do When Choosing a Contact Centre Outsourcing Partner

50 of the most important things you should do during the process of selecting a BPO (Business Process Outsourcer)

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Choosing a BPO Model for Success Choosing a BPO Model for Success

When considering what outsourcing can do for your company, understanding the different BPO models can be helpful.

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