CX Solutions Summit: All the solutions you need, in one place
As a leading customer care industry professional you’re invited to attend the CX Solutions Summit, which will provide you with a rare day of networking, learning and connection building. Taking place on 19th October at the Hilton London Canary Wharf, this unique event will enable you to lay the groundwork for your organisations’ customer experience […]
These are the technologies impacting customer service and support in 2023
The technologies with the most current value to service and support organisations are those that support assisted service. That’s according to a Gartner survey of over 200 customer service and support leaders conducted December 2022 through February 2023, which revealed that the top technologies currently impacting customer service include: case management systems, internal collaboration tools […]
Delivering a great experience for the new brand custodians
The role of Contact Centre employees has changed significantly in recent years. The arrival of AI, chatbots and webforms has encouraged customer self-service, leaving dedicated agents to handle the more complex issues requiring knowledge, understanding and empathy. But these employees are also increasingly working from home a few days each week, remote from colleagues and […]
Do you specialise in Artificial Intelligence 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 June we’re focusing on Artificial Intelligence. 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 […]
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 […]