As technology in contact centres evolves, the real leap forward isn’t driven by innovation alone — it’s driven by the confidence, care, and clarity that people bring to it.
Whether it’s managing risks like scams, ensuring voice AI agents are fit for purpose, or balancing tools with empathy, the goal isn’t just efficiency. It’s trust. And trust starts with people.
How to establish customer trust in the scam call era
In an age of rising scam awareness, even legitimate calls are treated with suspicion. Building trust now means rethinking not just what we say, but how we say it — and how we prove we’re genuine. This article explores practical ways to earn confidence in a cautious customer landscape.
Hear from Daniel Herold, TSA Group Site Director, on how building trust starts with clear authentication.
Balancing Technology with Human Connection in Contact Centres
More tools don’t automatically mean better service. The real challenge is making sure technology strengthens, not replaces, the human connection. This article explores how to strike that balance — so customers feel supported, not sidelined.
The Future of Smarter Phone Support with AI Voice Agents
Contact centres are under pressure to do more — faster. AI voice agents can help manage growing demand, but they’re not a set-and-forget solution. Knowing when to automate and when to escalate to a human makes all the difference. This article explores how to get that balance right, so support stays smart and personal.
Thinking about your next step with AI in your contact centre?
Whether you’re just getting started or ready to scale, we’re here to help.
Get in touch with TSA Group today.