Two thirds of digital experiences are damaged by outdated technology
Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are being let down by poor and outdated technology. That’s according to FullStory research based on surveys 700 professionals responsible for building customer experiences online, including product teams, marketers and UX professionals. The global survey spans the USA, Germany, The Netherlands, Australia, Singapore, Indonesia […]
Do you specialise in CRM 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 December we’re focusing on CRM. 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 […]
Cloud and cyber threats pushing European IT spending to $1 trillion next year
IT spending in Europe is projected to total $1.1 trillion in 2024, an increase of 9.3% from 2023, as businesses allocate more funding to cloud solutions and heading off cyber threats. That according to the latest forecast by Gartner, which says that despite a conflated economic situation, IT spending in Europe continues to be recession-proof. […]
DISPLAY BOARD MONTH: Visualising success in the contact centre
Efficient communication and data visualisation are pivotal in the day-to-day running of contact centres. Over recent years, advancements in display board technology have markedly influenced how contact centres in the UK operate, enhancing both operational efficiency and employee engagement. One significant trend is the evolution from traditional static boards to dynamic digital display boards. These […]
Contact Centre & Customer Services Summit: Here’s what you need to know
The Contact Centre & Customer Services Summit is back once again in April, offering a unique platform at which to meet with the UK’s best suppliers – and you can secure your place today. 29th & 30th April 2024 Radisson Hotel & Conference Centre London Heathrow You will be provided with a personalised itinerary of […]
How self-service could shape the future of customer experience
As technological advancements continue at an unprecedented rate, businesses are incessantly seeking ways to enhance their customer experience (CX). A core strategy that has gained significant traction in recent years is the proliferation of self-service options. Over the next five years, the evolution of self-service is poised to transform CX in several distinct ways. Here […]
AI will enable contact centre agents ‘to become true brand guardians’
A new report has highlighted the essential role of hybrid and remote contact centre agents, the expected impact of artificial intelligence (AI), and agents’ readiness to act as brand guardians in the face of evolving consumer demands. Calabrio surveyed 400 contact center managers from across 10 countries, 4 age groups, and 6 industries. While there […]
5 Minutes With… livepro CEO Brad Shaw
In the latest instalment of our contact centre industry executive interview series we spoke to livepro CEO Brad Shaw about knowledge management, why we need to move one from physical documentation in order to empower staff and deliver better customer experience, plus how artificial intelligence will impact the sector… Tell us about your company, products […]
Do you specialise in Display Boards 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 November we’re focusing on Display Boards. 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 […]
Majority of customer data resides with IT teams
Seventy-eight percent of organisations report centralising customer data management within information technology (IT) teams, with a survey of 405 marketing leaders conducted in May and June 2023 finding 59% of them agreed with the statement that “our IT policies and/or strategy constrains our use of emerging technologies.” That’s from a new Gartner report, which asserts […]
