The hidden tax of AI in contact centres
AI is increasingly being positioned as a way to reduce cost-to-serve in the contact centre, but in reality, many businesses
AI is increasingly being positioned as a way to reduce cost-to-serve in the contact centre, but in reality, many businesses
Historically, social customer service has often been evaluated using traditional contact centre metrics such as response times and ticket closure
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
A customer complaint no longer needs to reach a national newspaper to become a reputational crisis. In the social media
The UK is a nation of experience sharers and email is its predominant channel of choice, both for routine customer
Why? For PR‑style content, thought leadership performs better than product detail, especially in third‑party newsletters. Across previous event content, fraud, identity and
You’re invited to join us as our guest for the CX Solutions Summit, a one-day event designed for decision-makers who are
The UK’s contact centre industry celebrated its first National Contact Centre Day yesterday, 4 March, with thousands of professionals from a variety
Artificial Intelligence remains the most in-demand solution required by UK contact centre operators this year, according to our exclusive research.
It goes without saying that running an efficient contact centre is a challenging task. You have to ensure an excellent
When support starts breaking down, the instinct is to reach for a solution. Hire more agents, or switch providers, or
When customer support starts breaking, most companies look in the wrong place. They hire more agents, switch providers, or add
The Contact Centre & Customer Services Summit takes place in less than two weeks on 6th –7th May at the Radisson Hotel & Conference
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
More than half of customer service organisations are expected to double their technology investment by 2028, as AI adoption accelerates