The contact centre has evolved in recent years to provide much more than voice-based telephone support; even the name has moved on from ‘call centre’.

Businesses have had to evolve around their customers to enable them to manage accounts on their own via information on an app or a company’s website, says Teljoy’s CEO, Jonathan Hurvitz. “Contact centres have become data-rich environments, which have allowed them to become more efficient and more focused on solving customers’ problems quickly and, in many cases, intuitively.”