DOWNLOAD: The UK Contact Centre Decision-Makers’ Guide 2022
The UK Contact Centre Decision-Makers’ Guide 2022 is a deep dive into the largest and most comprehensive study of the UK contact centre industry. This report reflects a full comprehensive facts and hard data about every aspect of UK customer experience management, technology, and strategy, this report will arm you with the best tips to […]
74% of brands think they’re providing good or excellent personalised experiences – consumers disagree
Research has revealed a trust gap between UK brands and consumers – while 74% of companies state they do personalisation well, less than half of consumers (42%) agree. Despite this, both parties agree that personalisation is key to increasing brand loyalty, with UK customers spending 43% more on their products when engagement is personalised. And […]
Contact Centre & Customer Services Summit – Final delegate places released
You can still secure a place at the upcoming Contact Centre & Customer Services Summit – delegate attendance is free to qualified contact centre industry professionals. Unlike large expo’s, this intimate, hassle-free event allows you to build beneficial business relationships with suppliers that match your current project/business requirements. No hard sell, just a chance to meet […]
REPORT DOWNLOAD: The FCA’s new Consumer Duty
The number of customers turning to social media platforms to express their grievances reportedly tripled between 2017 and 2020 It is vital that organisations expand their use of social media channels to deliver a more effective customer experience. However, with the FCA’s new Consumer Duty regulation replacing Treating Customers Fairly, there is now an even […]
Contact Centre Masterclass: How to Turn AI into ROI and loyal customers
Advances in AI Automation through Conversational Artificial Intelligence are enabling companies to provide high quality customer service at scale while also helping call centres achieve significant cost savings. But the AI topic has been around for years so how do you actually achieve the promise of Conversational AI in your contact centre today? Join this […]
Decoding the metaverse for digital transformation leaders
The metaverse, a virtual world where users share experiences and interact in real-time within simulated scenarios, can reshape how companies and customers engage with products and services. However, concerns exist as new technologies necessitate hi-tech strategies and ways to establish confidence, says GlobalData, a leading data and analytics company. Kiran Raj, Principal Disruptive Tech Analyst at […]
Remote working has affected employers support the health and wellbeing of staff
Fifty-nine per cent of employers say that the change in working patterns to a more remote or hybrid approach has affected the way they support the health and wellbeing of staff, according to research from GRiD, the industry body for the group risk protection sector. Of those employers who stated that working patterns had affected […]
Last call for April’s Contact Centre & Customer Services Summit – Register today!
Time’s running out for you to secure a place at the upcoming Contact Centre & Customer Services Summit – delegate attendance is free to qualified contact centre industry professionals. Unlike large expo’s, this intimate, hassle-free event allows you to build beneficial business relationships with suppliers that match your current project/business requirements. No hard sell, just a […]
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 […]
WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?
Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online! 84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture […]
