AUTOMATED CUSTOMER SATISFACTION MONTH: The rise of passive and predictive CSAT in customer service strategy
For decades, Customer Satisfaction (CSAT) scores have relied heavily on post-interaction surveys—typically asking customers to rate their experience on a scale of 1 to 5. But with declining response rates and survey fatigue, many leaders are now embracing passive and predictive approaches to customer satisfaction, powered by AI, machine learning, and behavioural analytics. These tools are enabling contact centres […]
TECHNOLOGY MONTH: Exploring solutions for hybrid & remote workforce management
With remote and hybrid work models seemingly here to stay, contact centres are embracing advanced solutions to manage their distributed workforce efficiently. With cloud-based platforms, real-time analytics, and remote agent monitoring tools, businesses are improving productivity, compliance, and customer experience – all while maintaining the flexibility that modern agents expect. This year, the success of remote and hybrid contact centres […]
Contact Centre & Customer Services Summit: Your ticket to success
Would you like to join us in April at the Contact Centre & Customer Services Summit, where top speakers such as Rachel Stone-Browning from ESPO, and Jo Pringle from Premier CX, will be sharing their experience and knowledge? 28th & 29th April 2025 Radisson Hotel & Conference Centre, Heathrow Airport Your pass is complimentary – […]
April 2025 is Automated Customer Satisfaction Month on Contact Centre Briefing: Here’s how to get involved!
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 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 […]
TECHNOLOGY MONTH: The growing role of speech analytics
Speech analytics is rapidly gaining traction in contact centres, driven by advances in AI-based voice recognition. By transcribing and analysing calls, these tools unlock insights that improve customer service. The global market reflects this surge, growing from $3.1 billion in 2024 to $3.8 billion in 2025, according to The Business Research Company. In practice, speech analytics […]
LUNCH & LEARN SEMINAR: Faster, Smarter, More Cost-Effective Contact Centres
Looking for a scalable contact centre solution that delivers value fast? Migrating or implementing a cloud based contact centre doesn’t have to be complicated. Join us for an exclusive Lunch and Learn Seminar to explore how you can transform customer engagement – without the complexity. Date: 3rd April 2025Location: The Ned, The RWB Room, 6th Floor, 27 […]
ANALYTICS MONTH: Choosing solutions that will scale with your business and provide ROI
Data-driven decision-making is essential for contact centres looking to enhance customer experience, agent performance, and operational efficiency. With the rise of AI-powered analytics, real-time monitoring, and predictive insights, selecting the right analytics partner is crucial. However, with many providers offering a range of solutions, contact centre leaders must evaluate vendors based on scalability, integration, reporting capabilities, and cost-effectiveness. Here’s how delegates […]
RSVP: Contact Centre & Customer Services Summit – April 2025
You’re invited to the unique and exclusive Contact Centre & Customer Services Summit this April – Secure your free delegate place today! Connect 1-on-1 with top-tier suppliers offering innovative solutions to elevate your business projects, listen to insightful seminars led by industry experts, connect with like-minded professionals, and explore future collaboration opportunities. DATE: 28th & 29th April 2025 VENUE: Radisson Hotel & […]
March 2025 is Technology Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in March we’re focusing on Technology 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 […]
NICE research highlights need to prioritise vulnerable customers
Despite growing awareness of consumer vulnerability in contact centres, a hidden crisis persists in the UK, with many individuals remaining unaware of their own vulnerable status, leaving them at greater risk as their circumstances change. According to the second annual customer vulnerability survey by NICE, 19% of UK consumers now identify as vulnerable, marking an increase of over one million […]