Contact centre agents face increased workload, says research
More than half of contact centers (55%) experienced a higher volume of customer interactions over the last 12 months, just outpacing an increase in contact complexity (47%). That’s according to results of a survey commissioned by Five9 and conducted by the International Customer Management Institute (ICMI) exploring the current state and future of work in the contact […]
Are you ready for next month’s Contact Centre & Customer Services Summit?
The Contact Centre & Customer Services Summit takes place on the 13th & 14th September at the Queens Hotel, Leeds. 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 – […]
2021 Gartner Magic Quadrant for the CRM Customer Engagement Center Freshworks is a Visionary Again!
By Freshworks Gartner 2021 Magic Quadrant on the CRM Customer Service Center has recognized Freshworks as a ’Visionary’ for our cloud-based omnichannel customer service platform, Freshdesk. This is our sixth consecutive year on the quadrant and the second time as its ONLY Visionary. We believe that this recognition underlines our success in helping customers establish […]
Customer experience solutions: 2021 buying trends revealed
Agent Coaching & Monitoring, Customer Insight and Staff Incentives top the list of solutions the UK’s leading customer experience professionals are sourcing in 2021. The findings have been revealed following the recent virtual Contact Centre & Customer Experience Summit, which took place on July 6th & 7th. Delegates registering to attend the event were asked […]
WEBINAR REWIND: How AI is delivering a new generation of CX Analytics
Don’t worry if you missed TalkDesk’s recent webinar – You can now re-watch the entire session online! Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and […]
Do you specialise in Contact Centre Training & Development 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 August we’re focusing on Training & Development 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 supplier of […]
Join us at the Contact Centre & Customer Services Summit this September!
Register now for your complimentary guest pass to our Contact Centre & Customer Services Summit, which will be taking place on September 13th & 14th. The Summit provides a platform for senior industry professionals and their suppliers – for one-to-one business meetings, learning and networking. Join us entirely for free and enjoy benefits such as; – […]
WEBINAR: How AI is delivering a new generation of CX Analytics
Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and customer metrics. Has your approach to analytics been re-evaluated to take advantage of today’s cloud and AI […]
Digital Customer Engagement Summit: Secure your place today!
October’s Digital Customer Engagement Summit Summit is going ahead as planned – Make sure you register your place! The Summit has been unaffected by the recent government announcements, but we wanted to update you about the guidelines that we have put in place at the event; – Plenty of space as the venue be running at […]
Do you specialise in Virtual Contact Centre 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 July we’re focusing on Virtual Contact Centre 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 supplier of […]
