AUTOMATED CUSTOMER SATISFACTION: Where do we go from here?
As we have been exploring, gauging customer satisfaction is crucial for improving service quality and fostering loyalty. Automated customer satisfaction (ACS) solutions have become a mainstay, but their potential is far from tapped. Here’s how we can expect ACS solutions to evolve in the coming years… From Tick-Box Surveys to Real-Time Sentiment Analysis Current ACS […]
Half of businesses yet to deploy AI to improve customer engagement
Data analysed by the customer experience specialist CX Network has found that over half (56%) of businesses have not implemented AI optimisation strategies to improve customer engagement. This is despite the fact that 42% of respondents agreed that automation was critical for delivering CX at scale, with 66% of customers expecting companies to understand their […]
If you specialise in Social Media solutions we want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media solutions. 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 […]
FINAL CALL: Contact Centre & Customer Services Summit – Last chance to register!
The Contact Centre & Customer Services Summit takes place in just two weeks’ time and delegate places are nearly all gone – register to secure your meetings with leading industry suppliers… Date: 29th – 30th April Venue: London Heathrow Airport Clicke Here To Register Your pass is completely free, and includes: There are only 3 […]
CASE STUDY: One Nexus’ pledge to elevate customer service excellence – A year in review
In the dynamic world of the automotive industry, prioritising good customer service remains paramount for businesses. Recognising this, One Nexus embarked on a journey to elevate its customer experiences by implementing a strategic combination of partnerships and innovative solutions to streamline its business operations. Alan Glazier, the Commercial Director at One Nexus, explains the transformative […]
AUTOMATED CUSTOMER SATISFACTION: Keeping it Automated, while keeping it human – Here’s how to choose the best solutions
Contact centres are turning to automation to capture valuable customer feedback and improve satisfaction scores. But with a plethora of Automated Customer Satisfaction (ACS) providers on offer, choosing the right partner can be daunting. Here are some top tips for senior contact centre and customer service management professionals to navigate the options and find a […]
Contact centre solutions: 2024 buying trends revealed
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring and top the list of solutions the UK’s leading industry professionals are sourcing in 2204, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 29th & 30th in London. Delegates […]
FINAL CALL: Contact Centre & Customer Services Summit – Last chance to register!
The Contact Centre & Customer Services Summit takes place in just two weeks’ time and delegate places are nearly all gone – register to secure your meetings with leading industry suppliers… Date: 29th – 30th April Venue: London Heathrow Airport Clicke Here To Register Your pass is completely free, and includes: A personalised 1-2-1 itinerary […]
AUTOMATED CUSTOMER SATISFACTION: Turning Frowns Upside Down – How to address complaints
Automated Customer Satisfaction (ACS) systems are a boon for businesses, offering valuable insights into customer experience. But what happens when those insights reveal unhappy customers? Here are some best practices, hints, and tips for dealing with customer complaints as part of an automated customer satisfaction system… Prioritise Alerts: Set your ACS system to flag negative […]
AUTOMATED CUSTOMER SATISFACTION: How to create the perfect survey
Automated Customer Satisfaction (ACS) surveys offer a convenient way to collect real-time insights, helping businesses improve their offerings and build stronger customer relationships. But crafting an effective ACS survey requires careful planning and attention to detail. Here are some best practices, hints, and tips to ensure your automated surveys yield valuable results… Keep it Short […]
