Future Technologies in CX


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.

Articles
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?

Articles
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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Advanced Customer Experience Technologies

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Advanced Customer Experience Technologies

From the cloud to AI, how to use the latest customer contact technologies to improve your customer relationships

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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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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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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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 Future of CX


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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AI bringing more power to the agent - Chief Technology Officer, Peter Edwards. AI bringing more power to the agent - Chief Technology Officer, Peter Edwards.

We recently launched Ventrica AI and the positive impact it has had in developing the relationship between our clients.

Company News
The Future of CX Analytics

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The Future of CX Analytics

Moving from survey-based measurement to predictive analytics to transform the customer experience.

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.

Articles
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

Articles
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?

Articles
Omnichannel Shopping For Frictionless Customer Experiences Omnichannel Shopping For Frictionless Customer Experiences

See how omnichannel shopping can help bring together digital and in-person customer experiences.

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5 Ways to Improve Your Omnichannel Customer Experience 5 Ways to Improve Your Omnichannel Customer Experience

To be customer-centric, you need to consider the omnichannel service you provide.

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What is the Impact of Brand Values on Customer Experience? What is the Impact of Brand Values on Customer Experience?

How your brand is perceived is important when improving your CX. Find out more about the impact of brand values.

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CX Success, How Do You Measure Customer Success? CX Success, How Do You Measure Customer Success?

In the world of customer experiences, success is where as a business you have provided satisfaction and left a lasting

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The Importance of Trustpilot Customer Reviews for Your Brand The Importance of Trustpilot Customer Reviews for Your Brand

Having your website, service, or product reviewed can provide your business with valuable feedback.

Awards
Why Customer Experience is Key to Scaling Revenue Why Customer Experience is Key to Scaling Revenue

There’s no hiding from it; poor customer experiences will lead to lost revenue. Understand the Impact of Bad CX.

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What is Conversational Commerce? Everything You Need to Know What is Conversational Commerce? Everything You Need to Know

Conversational Commerce is revolutionising how customers interact with businesses. So what exactly is it?

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The Importance of Recruitment on CX The Importance of Recruitment on CX

What is it that employees want in 2022, and how do you find and recruit the best talent available?

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The Importance and Value of Having Brand Ambassadors The Importance and Value of Having Brand Ambassadors

Brand ambassadors can ensure positivity around your brand is consistent & help to promote your products & services

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What does the future of CX look like?

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What does the future of CX look like?

How the approach to Customer Experience will evolve for global brands

Does EX define CX


How to Attract Better Talent for your Business & Retain Them How to Attract Better Talent for your Business & Retain Them

Whether you’re a startup or an established global brand, a team of talented individuals can help you achieve your goals

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What Employees Want: How to Provide a Better EX What Employees Want: How to Provide a Better EX

How to provide a better experience for your employees and the benefits this provides to your business.

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Why Being ‘Human’ is Vital in the Modern Workplace Why Being ‘Human’ is Vital in the Modern Workplace

Learn how to prioritise the human element in the modern workplace to drive success.

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Why the Employee Journey is Just as Crucial as the Customer Journey Why the Employee Journey is Just as Crucial as the Customer Journey

Discover how investing in employee satisfaction and retention is crucial.

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Does EX define CX?

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Does EX define CX?

It’s beyond doubt that a more engaged workforce leads to more satisfied customers, who purchase more.

Top 4 Ways Outsourcing Can Solve Your Recruitment Problems Top 4 Ways Outsourcing Can Solve Your Recruitment Problems

If you're a business struggling with recruitment, choosing outsourcing solutions may offer the support you need.

Company News
Identify Better Training Opportunities Your Teams Need Today Identify Better Training Opportunities Your Teams Need Today

Harmony within a team is an important factor all businesses need to consider but how can this be achieved?

Articles
Understanding & Improving Employee Engagement, Why It Matters Understanding & Improving Employee Engagement, Why It Matters

The experience of your employees matters, & whilst some companies ace it, others may struggle to see the benefit.

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Peak Demand


How to Use Outsourcing to Navigate Peak Demand in Your Contact Centre How to Use Outsourcing to Navigate Peak Demand in Your Contact Centre

There are a few main reasons your contact centre might choose to work with an outsourcing partner to manage peak demand

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How self-service and automation can support peak demand in your contact centre How self-service and automation can support peak demand in your contact centre

Learn how to reduce the strain on your agents, while ensuring the customer receives the best help they can.

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How to optimise your workforce management to handle peak demand How to optimise your workforce management to handle peak demand

Planning ahead for peak times is an important part of workforce management.

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The ultimate guide to managing peak demand in your contact centre

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The ultimate guide to managing peak demand in your contact centre

In this series of short guides we look at the challenges of handling peak demand.

 Adapting Your Recruitment Process for a Post-COVID World Adapting Your Recruitment Process for a Post-COVID World

How to effectively manage recruitment and onboarding new employees in a post-COVID world?

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Enterprise resource planning - in and out of the contact centre Enterprise resource planning - in and out of the contact centre

We take a look at how businesses can balance resources and customer demand in and out of the contact centre

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Why Outsource and the New BPO Model


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

Articles
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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How Your Contact Centre Can Make Money & Increase Revenue How Your Contact Centre Can Make Money & Increase Revenue

Turning your contact centre into a profit centre is challenging, but can be achieved. Find out how your contact centre

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How it Works: Offshore Outsourcing to South Africa How it Works: Offshore Outsourcing to South Africa

South Africa is a hidden gem in the global BPO landscape. Find out why!

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Delivering Sales Through Service: How to do so Effectively Delivering Sales Through Service: How to do so Effectively

Contact centres have evolved with the times, digitally transforming customer experience.

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How CX Has Digitally Transformed Contact Centres Globally How CX Has Digitally Transformed Contact Centres Globally

Contact centres have evolved with the times, digitally transforming customer experience.

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Why Outsource?

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Why Outsource?

When growing a business, ensuring business functions and processes remain efficient as you scale is crucial.

Outsourcing Offshore vs Onshore vs Automation - Which to Choose? Outsourcing Offshore vs Onshore vs Automation - Which to Choose?

How to choose the right outsourcing model for your businesses?

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The Impact of CX on Brand Loyalty


How to know what your customers really want from CX How to know what your customers really want from CX

Understanding what your customers want is something many businesses struggle with, so how do brands do it?

Articles
The impact of brand values on customer loyalty and retention The impact of brand values on customer loyalty and retention

Brand values that resonate with your customers strengthens your market position & improves customer retention.

Case Study
5 Ways to Improve Your NPS & Review Scores 5 Ways to Improve Your NPS & Review Scores

NPS and review scores are extremely important. Here are 5 ways you can help improve your scores.

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CX that delivers on your brand promise

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CX that delivers on your brand promise

How to create and execute a customer experience strategy for your brand that delivers real commercial results

Improving Customer Experience


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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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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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

Articles
Measuring Customer Experience Measuring Customer Experience

Measuring customer experience is key when crafting a premium customer journey.

Guides
Map Your Customer Experience Journey Map Your Customer Experience Journey

Mapping the customer experience journey is a key part of improving processes, ensuring there is clear vision.

Guides
How to Improve Customer Experience How to Improve Customer Experience

Learn how to improve the customer experience (CX) on your website and help your brand stand out.

Guides
Great Customer Service Experience Examples Great Customer Service Experience Examples

Having customer experience success stories to share will show your expertise once your strategy is in full swing.

Guides
Create a Customer Experience Strategy Create a Customer Experience Strategy

Great CX starts with a customer experience strategy at its foundation.

Guides
Building a Customer Experience Team Building a Customer Experience Team

How do you provide an ongoing great customer experience? By building a customer experience team.

Guides
Crafting a Great Customer Experience Crafting a Great Customer Experience

Introduction to great customer experience, from creating a strategy to building a great team.

Guides

Hybrid Contact Centre


How to Create a Positive Employee Experience for Hybrid Workers How to Create a Positive Employee Experience for Hybrid Workers

Gain valuable insights into designing a seamless work environment and nurturing a culture of inclusivity

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Contact Centre Resource Planning for Hybrid and WFH Models Contact Centre Resource Planning for Hybrid and WFH Models

See how to make a success out of a hybrid or remote working model

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The Significance of Technology in Hybrid Work The Significance of Technology in Hybrid Work

Explore the significance of technology in hybrid work and how it can help your business succeed.

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 How To Manage Remote Teams & Ensure Their Wellbeing How To Manage Remote Teams & Ensure Their Wellbeing

Learn how to effectively manage your remote workforce and promote their health and well-being.

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A Guide to Effective Remote Recruiting and Onboarding A Guide to Effective Remote Recruiting and Onboarding

Discover our guide to effective remote recruiting & onboarding.

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How to Succeed with Hybrid Working in a Post-Covid World How to Succeed with Hybrid Working in a Post-Covid World

We look at the benefits of hybrid working for companies and employees, as well as hybrid workplace challenges.

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How to Run a Hybrid Contact Centre

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How to Run a Hybrid Contact Centre

Discover how you run a hybrid contact centre efficiently in this post-pandemic world.

The CX Journey to 2030


The CX Journey to 2030

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The CX Journey to 2030

Evolving customer preferences and advances in technology are transforming the customer experience.

Compliance, Risk and Best Practice


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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Compliance, Risk and Best Practice in Contact Centres

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Compliance, Risk and Best Practice in Contact Centres

Compliance may initially appear overwhelming, but a proactive strategy ensures you adhere to all regulations.

CX Analytics


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?

Articles
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.

Articles

Interviews


Ventrica leader interview: Jo Passingham, CFO. Ventrica leader interview: Jo Passingham, CFO.

Our Chief Financial Officer talks about growth, A.I. and “servant leadership”.

Company News