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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Contact Centre as a Service (CCaaS) represents a paradigm shift from traditional, on-premise contact centres to cloud-based solutions. Offering flexibility,
The global contact centre software market size has been valued at $38.8 billion in 2023 and is predicted to reach
Over the past decade, the approach to agent coaching and monitoring in UK contact centres has undergone a significant transformation.
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Approaches to CRM in the contact centre have shifted from a transactional model to a more holistic, customer-centric strategy. Here
As the demand for heightened security and seamless user experiences continues to grow across various sectors, advanced biometric technologies are
By Björn Lorenzen, Regional Vice President EMEA Central at Yext Linguistic understanding is essential in today’s communication and has a
Taking place from 29th to 30th April 2024 at the Radisson Hotel and Conference Centre London Heathrow, the Contact Centre
The winners of this year’s European Contact Centre & Customer Service Awards have been revealed across 33 categories (encompassing Gold,
As we explored last time, display boards play a crucial role in disseminating information effectively and enhancing operational efficiency. For
Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are being let down by poor and outdated technology.
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
IT spending in Europe is projected to total $1.1 trillion in 2024, an increase of 9.3% from 2023, as businesses
Efficient communication and data visualisation are pivotal in the day-to-day running of contact centres. Over recent years, advancements in display
