CALL FOR SPEAKERS! Would you like to talk at the Contact Centre & Customer Services Summit?
We’re looking for contact centre industry thought-leaders to share their knowledge at the upcoming Contact Centre & Customer Services Summit, which is taking place virtually on April 26th & 27th and again as a live event on September 13th & 14th. If you’re available on those dates, have an internet connection and would like to […]
Customer experience management market to hit $21.8bn
The global customer experience management market is projected to reach revenue of $21.86 billion by 2027, equivalent to a CAGR of 13%. That’s according to data from Fortune Business Insights, which cites the heightened importance of enhancing customer experience (CX) amid the COVID-19 pandemic. The report asserts that with millions of people worldwide confined to their […]
Ember rebrands to Davies Consulting
Ember Group has rebranded to Davies Consulting as part of its final integration step following Davies’ acquisition of the company in 2018. Operating as Davies Consulting, the team will continue to deliver specialist customer experience (CX), Operational Consulting and Digital Transformation expertise for clients operating across a range of highly regulated and international markets. Since […]
NICE unveils NTR-X for financial services
NICE has introduced NTR-X, a fully integrated, cloud-ready omnichannel compliance recording and assurance solution. Building on NICE Trading Recording, NTR-X captures all modalities of regulated employee communications – traditional, unified and mobile – in a single platform. Offering a consolidated, centralized approach to managing recording estates and footprints, NICE’s NTR-X can be deployed globally while […]
The next Contact Centre & Customer Services Summit is virtual
Your complimentary pass gives you free access to the Contact Centre & Customer Services Summit – attend from the comfort of your home or office. Date: 26th & 27th April Event Type: Virtual Event Key Benefits: Building business connections with innovative suppliers as well as gaining insight into the future challenges within the industry. Format: We will […]
Video chat for customer services sees 89% growth in UK
Consumer preferences for the use of video calling in a customer service setting have increased by 89% during the COVID-19 pandemic. That’s according to data from Webhelp, which polled over six thousand consumers across the UK, France and Germany – prior to the pandemic, only 19% of British consumers had used video-calling in a customer service setting; […]
5 Minutes With… RingCentral’s Max Ball
In the latest instalment of our contact centre industry executive interview series, we spoke to Max Ball, Director of Contact Centre Product Marketing at RingCentral, about his company, the challenges posed by COVID-19, industry opportunities and priorities for 2021 and beyond… Tell us about your company, products and services. RingCentral is a market-leading business communications […]
Register now for July’s Contact Centre & Customer Experience Summit
Here are all the details you need to secure your complimentary pass at the new virtual Contact Centre & Customer Experience Summit. Date & Time: 7th & 8th July – Spread across two mornings (9.30 – 1.30pm) Event Type: Virtual event – enjoy from the comfort of your own home or office Format: Your attendance is entirely […]
Do you specialise in Analytics solutions for contact centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focusing on Analytics 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 Analytics solutions […]
NICE helping with COVID-19 vaccine global distribution efforts
NICE is ramping up support for service and information centers across the entire COVID-19 vaccine supply chain with its CXone cloud platform. The vaccine supply chain is comprised of three main critical stakeholders: vaccine manufacturers, federal and state agencies responsible for distribution and healthcare providers that are administering the vaccine. As governments around the globe […]