Ofcom begins investigation in 999 call dispruption
Ofcom has formally launched an investigation into BT following a UK-wide disruption to emergency call services last month. Its rules require BT and other providers to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any call services offered. They also require providers to take all necessary measures to ensure […]
Shaping the Future of Customer Service: How Virtual Contact Centres are disrupting the status quo
The advent of digital transformation has led to the rapid evolution of contact centres. The traditional model has given way to virtual contact centres, leveraging cutting-edge technologies to improve customer service and drive operational efficiency. As part of of our focus on virtual contact centres this month, we take a look at the key trends […]
Contact Centre & Customer Services Summit: Here’s what’s in store this September…
Places are filling up fast to September’s Contact Centre & Customer Services Summit – but there’s a free spot for you to join 60 of your peers if you hurry! This free, two-day event will give you the opportunity to meet new and innovative suppliers who will help you to reduce your expenditure and provide […]
National Contact Centre Awards 2023: And the winners are…
Direct Line Group, UK Power Networks and SSCL were among the winners at the recent UK National Contact Centre Awards 2023. The winners were announced at Old Billingsgate on the banks of the River Thames in Central London, hosted by TV presenter, Claudia Winkleman. The UK National Contact Centre Awards welcomed over 1,200 industry professionals […]
Only 8% of B2B & B2C customers used a chatbot during most recent customer service interaction
Only 8% of customers used a chatbot during their most recent customer service experience, and of those just 25% said they would use that chatbot again in the future. New research from Gartner suggests that despite customer service and support leaders’ growing focus on chatbots, customer use of them remains low, suggesting they don’t consistently […]
Examining the impact of AI on Contact Centre and Customer Experience
Artificial Intelligence (AI) is revolutionising various industries, and its impact on the contact centre and customer experience sectors is profound. AI-powered technologies are transforming how businesses interact with customers, enhancing efficiency, personalisation, and overall customer satisfaction. Here, we explore the ways in which AI is impacting the call centre and customer experience sectors, reshaping the […]
Do you specialise in virtual 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 July we’re focusing on Virtual Call/Contact Centres. 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 […]
Cyberattacks on major organisations ‘highlight AI vulnerabilities’
The cyber landscape continues to evolve as major organisations like British Airways, Boots, and the BBC face the aftermath of a crippling cyber attack. The battle against cyberattacks seems to have been lost, with vulnerabilities in AI becoming a potential future target for those trying to steal personal data, according to analysts at GlobalData. David […]
Small businesses ‘failing to capitalise on unique customer service advantage’
Less than half (40%) of consumers find that small businesses offer a more personalised customer service experience than larger corporates. That’s according to FM Outsource’s new report, Small Business Customer Service In 2023: A Missed Opportunity? The research, which investigated whether small businesses are meeting customer expectations, found that the majority of consumers (60%) feel […]
Customer experience benefitting from IDP automation
ABBYY has released its Intelligent Document Processing (IDP) Global Trends & Outcomes Report highlighting document challenges and opportunities driving enterprise intelligent automation initiatives. The report provides innovation leaders with key insights into how businesses are optimising document-centric processes to achieve operational excellence, improve the customer experience, and accelerate business value. “Enterprises continue to be driven […]