Earthlings vs Humanoids
Artificial Intelligence and the Future of Customer Experience: Why the Best Solutions Will Always Combine Technology and People By Mike Surridge, CEO, BDM CX Introduction Artificial Intelligence is transforming customer service at a pace few could have imagined even five years ago. From intelligent chatbots and automated workflows to sentiment analysis and predictive customer engagement, […]
Are you paying London prices for back office functions?
How Employment of Record (EOR) Is Redefining Global Hiring In today’s economic climate, businesses are under increasing pressure to drive efficiency while maintaining high standards of service delivery. Revenue is harder to win, competition is stronger, and operational costs, particularly in major cities like London continue to rise. Yet many organisations still approach hiring as […]
Evaluating Your Contact Centre | BDM CX
The Business Case For Evaluating Your Contact Centre Download Case Study Outsourcing your contact centre grants your business access to a pool of specialised expertise that can significantly enhance productivity and ROI. But what does this mean to you? These external providers are equipped with skilled agents trained in customer service best practices, advanced technologies, […]
National Pharmacy Growth Case Study | BDM CX
National Pharmacy Company’s Exponential Growth with BDM CX Contact Centre Download Case Study Introduction In an era where customer service plays a pivotal role in shaping the success of businesses, the pharmaceutical industry stands no exception. This case study delves into the remarkable journey of a national pharmacy company, which achieved disproportionate growth owing to […]
Streamlining Operations | Contact Centre | BDM CX
A case study of performance and cost optimisation Download Case Study 1. Our client Our client is a leading automotive manufacturer and retailer who strives to deliver a customer experience that sets the standard for their dealer network. It was a prerequisite that the service is delivered in a cost-effective manner and with a management […]
Beyond Average Handle Time (AHT): Rethinking Contact Centre Success
Historically, most contact centres have measured their performance by using conventional efficiency metrics – especially average handle time (AHT). This is the average amount of time an agent spends on any given customer interaction; whether it’s talk time, hold time, or any form of after-call work. Whilst this approach can have its uses, it can […]
Challenging Industry Norms in the Contact Centre Industry
For decades, the contact centre industry has operated under a set of deeply ingrained assumptions. These norms, while once practical, may now be limiting innovation and the ability to adapt to evolving customer and employee expectations. To drive meaningful change, we must question these long-standing beliefs and explore new approaches. Here are some key industry […]
Empower Your Business with Strategic Offshoring in Challenging Times
The UK Government’s recent budget announcement has brought financial pressures to the forefront for businesses nationwide. With increasing costs tied to higher National Insurance contributions and tightened fiscal policies, businesses face an uphill battle to maintain profitability while delivering exceptional service. Amidst these challenges, offshoring presents a strategic pathway to reducing costs, driving efficiency, and […]
The Key To Handling Seasonal Customer Service Demands
Successfully navigating seasonal customer service demands is key to a business’s success. These surges bring both opportunities and challenges, and managing these fluctuations efficiently is key to maintaining customer satisfaction, optimising operations, and ensuring sustained growth. Understanding Seasonal Customer Service Peaks Seasonal peaks refer to periods of increased customer activity, which vary across different industries. […]
Jacob Brand awarded Apprentice of the Month December 2021
Next Step Apprenticeships have announced our very own Jacob Brand as their apprentice of the month. We are proud to support our employees learning and development. Jacob has recently achieved a full distinction within his Team Leading level 3 apprenticeship and was nominated by his skills coach, Mike O’Rourke, for the award. Mike has been […]