WEBINAR: Speech analytics with CallMiner and Ember Services
Identify and stop customer and agent dissatisfaction and trigger points for better business outcomes. Hear how through Speech Analytics you can develop a deeper understanding of positive (and negative) behaviours amongst your customers and employees. Join Ember Services and CallMiner 10 September, 2019 at 2:00 p.m. BST / 9:00 a.m. EDT to learn best practices […]
The Evolution of UK Call Centres
Over the last thirty years, call centres have changed dramatically. Advances in technology and online communication channels have brought about a shift in customer expectations. Successful call centres have adapted to meet these new challenges. The result is that today’s call centres are more dynamic and adaptive with a streamlined and strategic approach to handling […]
‘Huge risk’ of financial fraud for mobile banking customers using SMS passcodes…
Aspect Software’s latest blog has issued a stark warning about the risk of financial fraud for mobile banking customers if banks continue to use SMS alone to send one-time passcodes (OTPs) to mobile devices to authenticate transactions. Keiron Dalton, mobile security expert and Senior Director of Customer Strategy & Innovation at Aspect, suggests in his […]
Call Centre & Customer Services Summit: Bigger and better than ever!
Call Centre & Customer Services Summit: Bigger and better than ever! With over 25 successful events under its belt; the Call Centre and Customer Services Summit is set to return bigger and better than ever this 2016 with an array of new delegates, increasingly innovative product and service providers and even more seminars packed into […]
Debut Call Centre Meet Up brings industry together
Here at the Call Centre and Customer Services Summit, we are all too aware how hectic the call centre industry can be. With demanding hours, tough calls and even tougher targets, it can feel a bit overwhelming at times. So, it is always heartening to meet and connect with others in the industry to remind […]
Driving down customer churn
Some of the main reasons for high customer churn are the loss of trust in the company, lack of knowledge by service representatives and a poor customer journey. It is important for all businesses to know what their areas for improvement are and ensure that they understand their customers full journey when buying from them. […]
Are Artificial Intelligence customer service agents the vision of the future?
A new artificial intelligence computing system has been unveiled, which promises to transform the global workforce. Named ‘Amelia’ after American aviator and pioneer Amelia Earhart, the system is able to shoulder the burden of often tedious and laborious tasks, allowing human co-workers to take on more creative roles. International IT company IPsoft launched the AI […]
The key to planning and implementing a successful multi-channel strategy
When devising and planning a successful multi-channel strategy, the importance of ‘value’ to the customer is key. And while there is no set formula that can be applied uniformly across the board, experienced customer service managers will tell you there are certain constants that should always form the backbone of any strategy: Know your audience […]
How ‘artificial aggression’ could soon be helping your business
Watch most science-fiction these days and you won’t fail to notice constant warnings about the inevitable and unstoppable rise of artificial intelligence (A.I.). But it looks like customer service agents should be getting used to ‘artificial aggression’ much sooner. New Zealand-based tech firm Touchpoint has spent more than £230,000 developing an ‘angry’ software programme called […]
A staggering 9 in 10 contact centres are ignoring customer ‘experience’ demands
Since the rise of mobile and connected devices, contact centres have seen a sharp increase in customers demanding a service ‘experience’ across numerous channels. Furthermore, they expect a company to be able to recognise their ‘journey’ of interactions on those various different channels. Unfortunately, supply has yet to meet demand — a recent WebHelp survey […]
