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Stuart O'Brien

Do you specialise in contact centre Analytics? We want to hear from you!

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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focusing on Analytics.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Analytics solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

Talkdesk named a Leader in the 2021 Gartner Magic Quadrant for CCaaS

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Talkdesk again named a Leader in the 2021 Gartner Magic Quadrant for CCaaS.

We believe Talkdesk was positioned as a Leader based on our strong commitment to Gartner’s four pillars of great customer service, and our vision for analytics-driven engagements for both customers and employees.

Download the report to learn what Gartner says about Talkdesk as a 2021 Magic Quadrant Leader.

UK National Contact Centre Awards open for 2022 nominations

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Described as ‘incredible’ and ‘game changing’, the UK National Contact Centre Awards (UKNCCA) is the largest programme that recognises the amazing talent within the UK contact centre industry, with CCMA members benefiting from free entry. Contact centres across the UK are invited to recognise the outstanding work of their teams and individuals by nominating them in the UK National Contact Centre Awards 2022. The deadline to nominate is 25 February 2022.

The online process is simple and there is plenty of support from the awards team. Organisers, the CCMA (Call Centre Management Association), have refreshed the categories and now include Change Maker and Best Contact Centre Culture in the longest running awards programme in the industry.

Other new categories include Data & Insights Manager of the Year, recognising the immense amount of insights in the contact centre and how this can be used to influence business change, and Customer Champion to identify those leaders that are driving a customer-centric culture in their contact centre. New category, Change & Innovation Team of the Year, aims to identify teams that have implemented a strategic change program in the last two years.

“It is a real honour to give colleagues across the industry an opportunity to recognise the people they work with on a National scale. Because they focus on the exceptional talent in our industry, it’s an opportunity for colleagues to not only say ‘thank you’ but to really benchmark how far they have come over the last 12-18 months,” says Steven Lee, Director of Consumer and Shopper Engagement EMEA, LEGO Group and one of the Head Judges for these awards.

If you’re not sure about the benefits of nominating for a UKNCCA, here are some of the reasons that previous organisations have taken part:

  1. Recognise a significant year of achievement
  2. Raise the profile of your team
  3. Benchmark your people/teams
  4. Give your people real recognition
  5. Engage your colleagues
  6. Attract new people
  7. Celebrate your achievements
  8. Join a community of exceptional contact centres, leaders, and teams

Above all, because you will only get true National recognition by entering the UK National Contact Centre Awards.

Find out more about entering here.

WEBINAR REWIND: A digital-first strategy for customer engagement

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Don’t worry if you missed last month’s excellent Talkdesk webinar on customer engagement – You can now watch the entire session again online!

Customers are increasingly opting to engage digitally with the companies they do business with. This has as much to do with the continuing demographic shift to predominantly digitally native consumers as it does with changing communications preferences.

In light of these changes, businesses need to reevaluate their contact centre strategies, specifically the role digital transformation will play in allowing them to offer a digital-first option for customers to engage.

Join Talkdesk and Salesforce experts in an insightful conversation moderated by Blake Morgan, on driving customer engagement through digital transformation.

Watch the webinar again to learn more about:

  • How can you empower your customers through digital channels and automation.
  • Tips for supporting the growing volume of digital engagement interactions.
  • How to tie all your CX interactions together with context by leveraging omnichannel.

Click Here To Access Webinar

Contact Centre & Customer Services Summit – Register now for April’s event!

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The next Contact Centre & Customer Services Summit takes place on April 24th & 25th 2022 at the Radisson Red Heathrow.

Your complimentary pass includes:

– A corporate “speed-dating” itinerary of one-to-one meetings with solution providers
– A seat at our industry seminar sessions (included within your itinerary)
– Overnight accommodation at the venue – free of charge
– Complimentary meals and refreshments throughout
– Networking breaks to make new connections in your field

If you are interested in attending you can confirm your free place via our booking form here – www.contactcentresummit.co.uk/booking-form/

For more information, contact us directly at b.law@forumevents.co.uk.

Call Centre Agent

Do you specialise in Agent Coaching & Monitoring? We want to hear from you!

960 640 Stuart O'Brien

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in January we’re focusing on Agent Coaching & Monitoring.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Agent Coaching & Monitoring solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Jan – Agent Coaching & Monitoring
Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

INDUSTRY SPOTLIGHT: Talkwalker consumer intelligence acceleration platform

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Talkwalker is the #1 Consumer Intelligence Acceleration platform for brands to drive business impact. Recognized by Forrester as a Leader in Consumer Intelligence and Social Listening, the platform combines a multitude of internal and external data sources with AI powered by Blue Silk™ technology, for the most expansive view of consumers.

Talkwalker Activate professional services team can augment, accelerate, or fully service brands’ insights needs to increase their ROI from the Talkwalker platform. With offices around the globe, Talkwalker helps over 2,500 brands to maximize profits with actionable consumer intelligence.

BOOK A FREE DEMO

To discover more about Talkwalker, please visit www.talkwalker.com.

Do you specialise in CRM for contact centres? We want to hear from you!

960 640 Stuart O'Brien

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of CRM solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Dec – CRM
Jan – Agent Coaching & Monitoring
Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction
May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

Level up in 2022 with these great online courses!

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Our selection of online courses tailored specifically for the contact centre sector will enable you to both learn new skills and improve existing ones – sign up today!

These are specially-curated online courses designed to help you and your team improve expertise and learn new things.

The Customer Services online learning bundle provides you with over 50 courses, which cover all areas of both professional and personal development:

  • Caring for Your Customers’ Needs Certification
  • Consumer Rights Awareness Certification
  • Customer Care Certification
  • Customer Retention Certification
  • Online Security Certification
  • Managing and Improving Customer Service Process Certification
  • Managing Emotions at Work Certification
  • Identity Theft Awareness Certification
  • Listening Skills Certification
  • Managing Teams Certification
  • Memory Enhancement Certification
  • Mentoring and Coaching Skills Certification
  • Mindful Listening Certification

And many more!

Find out more and purchase your ticket online here.

For just £99 (usually £149), you can share the courses with your colleagues over a 12-month period.

Additionally, there are a variety of bundles available on all spectrums;

  • Personal & Professional Development
  • Healthcare
  • Sports & Personal Development
  • Human Resources
  • Customer Services
  • Health & Safety
  • Education & Social Care Skills
  • Sales & Marketing
  • IT & Personal Development

Book your courses today and come out of this stronger and more skilled!

SAVE THE DATE: Contact Centre & Customer Services Summit 2022

960 640 Stuart O'Brien

The next Contact Centre & Customer Services Summit takes place on April 24th & 25th 2022 at the Radisson Red Heathrow.

Your complimentary pass includes:

– A corporate “speed-dating” itinerary of one-to-one meetings with solution providers
– A seat at our industry seminar sessions (included within your itinerary)
– Overnight accommodation at the venue – free of charge
– Complimentary meals and refreshments throughout
– Networking breaks to make new connections in your field

If you are interested in attending you can confirm your free place via our booking form here – www.contactcentresummit.co.uk/booking-form/

For more information, contact us directly at b.law@forumevents.co.uk.