WEBINAR REWIND: The future of AI in the contact centre
Don’t worry if you missed last week’s insightful webinar about the future of AI in the contact centre – You can now re-watch the entire session online. The in-depth discussion saw Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) explore the maturity of AI in the CX space, the key barriers to AI […]
Students encouraged to consider a career working with data
Misperceptions about qualification and skill requirements are hindering UK students from pursuing a career working with data, a new study from Experian has revealed. The research, which surveyed 2,001 UK adults (16+) in education, found over two thirds of students (68%) believe you require key qualifications in maths and / or science in order to […]
5 Minutes With… TalkDesk’s Jay Gupta
In the latest instalment of our contact sector industry executive interview series we spoke to Jay Gupta, Global Director of Product Marketing at Talkdesk, about the company, the ongoing challenges posed by the pandemic, the importance of operational efficiencies and the potential for artificial intelligence… Tell us about your company, products and services? Talkdesk was founded in 2011 by Tiago Paiva. He […]
Digital Customer Engagement Summit – Putting the ‘SO WHAT’ into your digital content
We wanted to let you know that we will now be hosting our Digital Customer Engagement Summit on the 24th November at the Hilton London Canary Wharf. Don’t miss out on the chance to hear from Andrew Davis, Digital Trainer and Keynote Speaker at Talk Digital who will be speaking about; “Putting the ‘SO WHAT’ into your […]
Do you specialise in Web Self Service/Chat 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 October we’re focusing on Web Self Service/Chat 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 […]
WEBINAR: The future of AI in the contact centre
Tuesday, September 14, 2021, 10 a.m. BST Join talkdesk for a virtual discussion with Paul Lasserre (Global Segment Lead for Applied AI solutions, AWS) to explore the maturity of AI in the CX space, the key barriers to AI adoption, and the top predictions for the future of AI in the contact centre. Contact centres […]
UK ‘the most unforgiving country’ when it comes to customer service
More than a third of people (38%) in the UK felt that their experience with customer service has got worse over the last 12 months, making it the highest figure out of the US and Europe. That’s according to the Customer Service Index 2021, produced by Five9, which found nearly half of UK respondents (44%) are very unlikely to […]
Last chance to register for the Contact Centre & Customer Services Summit
The Contact Centre & Customer Services Summit takes place NEXT WEEK – secure your place today! 13th & 14th September – 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 […]
NICE launches Enlighten XO
NICE has commerced the roll out of Enlighten XO, which automatically generates insights from human conversations to build smart self-service with advanced AI. Additionally, the platform streamlines the development of digital self-service applications by injecting data from past interactions to optimise future self-service experiences. NICE says organisations can now take a data-driven, self-learning, empirical approach […]
Contact & customer service centres: 2021 buying trends revealed
Agent Coaching & Monitoring, Training & Development and Artificial Intelligence top the list of solutions the UK’s leading contact centre and customer services professionals are sourcing in 2021. The findings have been revealed in the lead up to the Contact Centre & Customer Services Summit, which takes place on September 13th & 14th at the […]