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 […]
Forum Events & Media doubles down on excellence with expanded leadership team
Forum Events & Media, home of the Contact Centre & Customer Services Summit and the Digital Customer Engagement Summit, and Fleet Summit, continues to grow in 2023 with the launch of a new Business Development department, which will strengthen the company’s existing portfolio of events while also enabling it to branch out into new sectors. […]
Do you specialise in Automated Customer Satisfaction? 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 April we’re focusing on Automated Customer Satisfaction. 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 Automated […]
Network and learn with the best at the Contact Centre & Customer Services Summit
Just a quick reminder to register your free place to next month’s Contact Centre & Customer Services Summit – a must-attend event for customer service professionals! Meet with suppliers to discuss your upcoming projects & network with peers. No need to worry about accommodation as we will provide you a night’s stay and all meals […]
Customer service being ‘neglected’ too often, says research
Nearly half (42%) of Brits don’t feel that customer service is a widespread business priority, leading to brand images being tarnished and business lost. In the Make Every Conversation Count report from FM outsource a quarter (24%) of people felt that the general standard of customer service has declined in recent years. Respondents were most critical […]
20% of inbound contact centre volume will come from machine customers
A fifth of inbound customer service contact volume will come from machine customers by 2026, as advances in Conversational AI, Automation, and Low Code Resources impact ways customers and reps interact. Machine customers are nonhuman economic actors that obtain goods or services in exchange for payment. In customer service and support, they will resemble virtual […]
Find the solutions you need at the Contact Centre & Customer Service Summit
Are you looking for new solution providers for your 2023 project list? If so, we have the below suppliers joining us at the Contact Centre & Customer Service Summit, which is free for you to attend: Avoira Comdata Daktela DDC Outsourcing Solutions eGain 8×8 Every Cloud Five9 Freshworks FM Outsource Gnatta Kerv North Tyneside Council […]
B2B networking event accolade for Forum Events & Media
Forum Events & Media Limited, home of the Contact Centre & Customer Services Summit and Digital Customer Engagement Summit, has been named as the leading provider of Business Networking Events – UK for 2022 at the Business Concept B2B Awards. The Business Concept launched the B2B Events Awards in 2021 to champion those involved in […]
‘Connected Rep’ strategy will improve contact centre efficiency by 30%
Customer service functions that implement the “connected rep” will improve contact centre efficiency by 30% by 2026. The connected rep is a strategy that enables customer service reps (CSRs) to perform high-quality assisted service at scale. It bridges technology and talent, using context, guidance, and design to reduce rep effort and increase consistency across interactions. […]
