It’s time to stop talking about AI in the contact centre
The coronavirus pandemic has changed the way that consumers engage with brands. Lockdown has birthed a new era of digital communication, in which customers expect to interact with companies over the channel of their choice, and receive the same unrivalled service that they do from leading online giants. How can organisations ensure that they deliver […]
Thank you for responding in a crisis
By the European Contact Centre and Customer Service Awards 2020 has seen a phenomenon that the world would never want to experience again. The coronavirus pandemic ripped through every country. Never has our industry seen so many people respond so quickly to a crisis. The customer contact industry demonstrated just how agile and reactive it […]
WEBINAR REWIND: How Different is Contact Centre Reporting for Asynchronous Teams vs Synchronous Teams?
The latest instalment of Sparkcentral’s Digital Masterclass 2020 webinar series looked at how different contact centre reporting is between asynchronous and synchronous teams. The webinar featured expert guidance and opinion from: Lenne Hendrickx, Senior Data Engineer at Sparkcentral Göran van Hese, SVP Product at Sparkcentral Allyson Boudousquie, Vice President Digital Markets & Product Strategy at Concentrix […]
WEBINAR REWIND: How & Why Leading Organisations Are Accelerating Their Automation Plans
Last week the experts at Ember Group hosted an essential webinar exploring how the COVID-19 crisis is challenging businesses like never before, as some fight for survival and all need to focus on how to adapt to new competitive forces and very different consumer needs and demands. In these unprecedented times the need to digitise your […]
Tune in for the final webinar of Sparkcentral’s Digital MasterClass 2020
You have one last chance to join Sparkcentral’s Digital Masterclass: Check in on Wednesday June 3rd for an interesting session about omni-channel communication in your Contact Center. Curious if an omni-channel unified communications Contact Center Team is fiction or reality? Or wondering what strategy to use in for your own Customer Care Team? Sign up […]
Upcoming Vendorcom events for cards & payments professionals – Register today!
If you’re in payments and interested to not only keep abreast of new developments, but also influence and drive positive change and innovation in the way that merchants take payments from consumers, don’t miss this series of essential events from Vendorcom. Vendorcom Europe is a multi-stakeholder business community that connects seekers, solvers and shapers in […]
Do you specialise in Artificial Intelligence 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 June we’re focusing on Artificial Intelligence 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 Artificial […]
Stay in touch at the Contact Centre Services Summit
During such challenging times it is key to stay up to date with the industry and source new solutions for every eventuality. The Contact Centre Services Summit can help you do this – 14th & 15th September at the Radisson Blu Hotel, London Stansted. Would you like to attend as our guest? You can enjoy this small, niche event and […]
Take the Contact Centres Briefing Industry Lockdown Survey today!
Here at Contact Centres Briefing we’re looking for the best ways to keep you connected with the industry during these difficult times, so we’ve created a short survey to gauge your views on lockdown working practices and the kind of virtual events you might be interested in attending – it’s all completely anonymous and will […]
LIVE WEBINAR: Leading Organisations Are Accelerating Their Automation Plans – Learn Why and How
Date: Thursday 14th May Time: 2 pm – 2.40 pm (UK BST) 9 am – 9.40 am (Canada EDT) Register Here Digitalising services and leveraging automation helps to provide a better customer self-service support, making it more efficient to reach goals and maintain quality as customers benefit from improved CX and reduced costs for less […]