2023’s top 10 data and analytics trends identified
A Gartner study has identified what it says are the top 10 data and analytics (D&A) trends for 2023 – stating they can guide D&A leaders to create new sources of value by anticipating change and transforming extreme uncertainty into new business opportunities. “The need to deliver provable value to the organization at scale is […]
CX Solutions Summit: Your key to success in 2024
Join your industry peers at the CX Solutions Summit – a bespoke and highly-targeted one-day event, specifically created for CX professionals. You will have free access to the event, where you can meet with a selection of suppliers to help with your upcoming plans/projects, for 2024 onwards! 19th October – Hilton London Canary Wharf Format: […]
SAVE THE DATE: Contact Centre & Customer Services Summit – September 2023
The next Contact Centre & Customer Services Summit takes place on September 11th & 12th 2022 at the Hilton Deansgate in Manchester. 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 […]
Online Safety Bill UK: WhatsApp, encryption and the implications for privacy
By Andrew Parsons, Partner, Womble Bond Dickinson WhatsApp and other encrypted messaging service providers have signed an open letter to oppose the Online Safety Bill ahead of its final reading in the House of Lords. This article explains the journey of the Bill so far and why WhatsApp and other organisations are opposing the proposed […]
5 Minutes With… Jay Patel VP & GM, Webex CPaaS at Cisco
In the latest instalment of our contact centre industry executive interview series we spoke to Jay Patel, VP & GM at Webex CPaaS at Cisco, about the firm’s latest technologies, keeping up with changes in customer behaviour and the opportunities that presents, and the rise and rise of conversational commerce… Tell us about your company, products, […]
Do you specialise in Social Media for contact centres? 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. 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 Social Media […]
Contact Centre & Customer Services Summit: Final call for delegates!
With just over a week to go, there’s still time to grab the last free delegate places to the Contact Centre & Customer Services Summit, which takes place on 24th-25th April at London Heathrow. Are you able to make it? Your complimentary place includes; an itinerary of pre-arranged meetings with innovative, budget-saving solution providers, insightful […]
Traditional comms still trumping omnichannel in most businesses
Traditional communication methods are still the popular with three quarters (76%) of businesses using Email and three-fifths (59%) using SMS, but only 7% of UK businesses are using digital messaging apps. The ongoing cost-of-living crisis has set a gloomy tone for consumersacross the country. Whilst customers tighten their pockets, businesses are looking for ways to […]
Chat apps driving the conversation when it comes to customer engagement
New research has revealed an apparent growing trend towards conversational experiences for customer communications, with chat apps such as WhatsApp Business Platform and social media channels such as Instagram driving the trend. Infobip analysis shows that traditional channels like SMS still play an important role for time-sensitive messages, two-factor authentication, and one-time passwords. But when […]
Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects, according to a new industry survey of contact centre industry professionals. 102 UK Contact Centre Directors and Managers took part in the online “How successfully has your contact centre embraced hybrid […]
