One-third of interactions with generative AI (GenAI) services will use action models…
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You may be looking to scale your customer service with AI, but…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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We still have a handful of complimentary places for you to attend…
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The past ten years have witnessed a revolution in contact centre management,…
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71% of CX leaders plan to invest in tech to elevate customer…
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It’s no secret that customers want to use their preferred platforms when…
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Artificial Intelligence (AI) and Machine Learning (ML) are pioneering a significant analytics…
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New research reveals that the majority (52%) of financial services employees feel…
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Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer…
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A special 20th Anniversary Contact Centre & Customer Services Summit is taking…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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As businesses strive to enhance customer service, drive efficiency, and gain competitive…
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Zoom has announced new AI Companion capabilities that it says will help…
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The Global Contact Centre as a Service (CCaaS) market is expected to…
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Generative AI has raised new challenges related to ‘Responsible AI’, catapulting concerns…
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As 2023 came to a close, a survey by Which? found that…
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In the bustling world of contact centres, the performance and skill set…
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April’s Contact Centre & Customer Services Summit will give you the opportunity…
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We have a wide selection of online courses tailored specifically for the…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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Contact Centre as a Service (CCaaS) represents a paradigm shift from traditional,…
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The global contact centre software market size has been valued at $38.8…
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Over the past decade, the approach to agent coaching and monitoring in…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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Approaches to CRM in the contact centre have shifted from a transactional…
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As the demand for heightened security and seamless user experiences continues to…
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By Björn Lorenzen, Regional Vice President EMEA Central at Yext Linguistic understanding…
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Taking place from 29th to 30th April 2024 at the Radisson Hotel…
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The winners of this year’s European Contact Centre & Customer Service Awards…
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As we explored last time, display boards play a crucial role in…
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Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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IT spending in Europe is projected to total $1.1 trillion in 2024,…
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Efficient communication and data visualisation are pivotal in the day-to-day running of…
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The Contact Centre & Customer Services Summit is back once again in…
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As technological advancements continue at an unprecedented rate, businesses are incessantly seeking…
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A new report has highlighted the essential role of hybrid and remote…
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In the latest instalment of our contact centre industry executive interview series…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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Seventy-eight percent of organisations report centralising customer data management within information technology…
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Contact centres have long been the nexus between businesses and their customers.…
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Do you have an upcoming customer service project that you need help…
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The CCMA (Call Centre Management Association) has launched a Contact Centre Standards…
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Web self-service chat solutions, increasingly powered by sophisticated AI, offer an exciting…
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Knowledge management is pivotal for the operational efficiency of contact centres. An…
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Artificial Intelligence, Agent Coaching & Monitoring and Call Centre Technology top the…
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In the evolving world of financial services, where rapid adaptation to customer…
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The next Contact Centre & Customer Services Summit takes place on April 29th &…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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A leading analyst has predicted that over the next ‘few years’, regulators…
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Generative AI, digital customer service, and conversational user interfaces (CUIs) will transform…
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Knowledge management has become a foundational aspect of contact centre operations, referring…
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Natural Language Processing (NLP) has become a transformative force in customer service,…
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Now in its 23rd year, the European Contact Centre & Customer Service…
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In today’s ultra-competitive business landscape, the quality of customer service can set…
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Join the UK’s leading companies a the Contact Centre & Customer Services…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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The global contact centre (including conversational AI and virtual assistant) end-user spending…
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Pentland Brands is the name behind some of the world’s best sports,…
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In the bustling environment of contact centres, the importance of well-trained, highly…
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Just a quick reminder to register your free place to next month’s…
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From revolutionising the nuts and bolts of supply chain operations to turbo-charging…
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Irish bank Permanent TSB has selected Medallia to deliver its Voice of…
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In an era marked by rapid digital transformation, businesses are turning to…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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The digital transition is underway, with telecom providers working together to cease…
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Ofcom has formally launched an investigation into BT following a UK-wide disruption…
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The advent of digital transformation has led to the rapid evolution of…
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Places are filling up fast to September’s Contact Centre & Customer Services…
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Direct Line Group, UK Power Networks and SSCL were among the winners…
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Only 8% of customers used a chatbot during their most recent customer…
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Artificial Intelligence (AI) is revolutionising various industries, and its impact on the…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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The cyber landscape continues to evolve as major organisations like British Airways,…
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Less than half (40%) of consumers find that small businesses offer a…
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ABBYY has released its Intelligent Document Processing (IDP) Global Trends & Outcomes…
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As a leading customer care industry professional you’re invited to attend the…
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Pressures already in the system, and projections of rising demand for services…
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The technologies with the most current value to service and support organisations…
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The role of Contact Centre employees has changed significantly in recent years.…
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Each month on Contact Centres Briefing we’re shining the spotlight on a…
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A Gartner study has identified what it says are the top 10…
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Contact centres must provide exceptional customer experience (CX) – and technology, such…
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Join your industry peers at the CX Solutions Summit – a bespoke…
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The next Contact Centre & Customer Services Summit takes place on September 11th & 12th…
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By Andrew Parsons, Partner, Womble Bond Dickinson WhatsApp and other encrypted messaging…
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Can businesses react to the current economic landscape and ‘do more with…
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In the latest instalment of our contact centre industry executive interview series…
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The impact of ChatGPT on the business technology world has generated a…
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Each month on Contact Centres Briefing we’re shining the spotlight on a different part…
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With just over a week to go, there’s still time to grab…
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By Rob Quickenden, CTO, Cisilion Well, all that is about to change…
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Traditional communication methods are still the popular with three quarters (76%) of…
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New research has revealed an apparent growing trend towards conversational experiences for…
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UK businesses are firmly committed to a flexible working future but the…
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Forum Events & Media, home of the Contact Centre & Customer Services…
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Each month on Contact Centres Briefing we’re shining the spotlight on a different part…
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Just a quick reminder to register your free place to next month’s…
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Nearly half (42%) of Brits don’t feel that customer service is a…
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