Are you one of our VIP customer care professionals?
Would you like to join 65 other senior call centre and customer service professionals next April? You are invited to attend the Call Centre & Customer Services Summit for FREE as our VIP guest – it takes place 29 & 30 April 2019 at the Radisson Blu Hotel, London Stansted. Register your free VIP place here. […]
Impact of bad customer service on retailers revealed
Nearly six in ten (59%) consumers have stopped shopping with a retailer due to poor customer service in store, on the phone, or online. That’s according to new data by 8×8, which 2,018 UK adults in October, finding that when asked about the bad service they had received, the most common issue consumers cited (78%) was being […]
Call Centre & Customer Services Summit – Everything you need to know
Are you free on April 29th & 30th 2019? Join us at the Call Centre & Customer Services Summit! This is a bespoke and highly-targeted two-day event created specifically for senior customer service professionals like you. And it’s is entirely FREE for you to attend. When: 29 & 30 April 2019 Where: Radisson Blu Hotel, London Stansted Format: Corporate […]
55% of UK contact centres expect lower live call volumes in 2019
The majority of contact centre operations expect their live inbound call volumes to decrease in 2019, according to a new study. The survey of over 200 contact centres undertaken by ContactBabel for its UK Contact Centre Decision-Makers’ Guide report also found that despite this expected drop, live telephony is still seen by businesses as the most […]
Puzzel improves position as a Challenger in Gartner’s Magic Quadrant
Puzzel has been positioned by Gartner as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the fourth consecutive year. The firm’s omni-channel, cloud-based contact centre solution is designed to support smaller enterprises with contact centre operations as well as global corporations with thousands of agents. In 2017 […]
UK insurance contact centres ‘battle 60% rise in call duration’
UK insurance companies expect to make significant investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres undertaken by ContactBabel shows that insurance operations expect their use of web chat to grow from 44% today to 94% by the beginning […]
INDUSTRY SPOTLIGHT: Advanced solution for outbound communication
Manual dialling, reaching engaged tones and answering machines, incorrect dialled numbers, waiting for customers to pick up – is an inefficient use of your agents’ time. The Enghouse Outbound Predictive Dialler is an outbound calling system that empowers agents through automated technology, which can quickly and easily detect busy signals, answer machines and disconnected numbers. […]
Your free ticket to this week’s exclusive industry party!
Don’t miss out on the party of the year! The Call Centre & Customer Services Christmas Party takes place this week (Wednesday, November 14th). Grab your FREE ticket today! When: Wednesday November 14th, 6pm-10pm Where: Dirty Martini: Minories, London Enjoy complimentary drinks and canapés, while networking with friends, colleagues and peers from across the call […]
SAVE THE DATE: Call Centre & Customer Services Summit – Spring 2019
Registration is now open for VIP delegate spaces and supplier stands at the Call Centre & Customer Services Summit, which takes place on April 8th& 9th2019 at the Radisson Blu Hotel, London Stansted. The Summit is a highly focused event that brings customer care professionals together for one-to-one business meetings, interactive seminars and valuable networking […]
INDUSTRY SPOTLIGHT: Jabra Engage 50 – Engineered to be the world’s best professional digital corded headset*
The intelligent headset for enhanced customer satisfaction. Digital sound for the clearest calls A unique, 3-microphone system with intelligent noise-cancellation filters out background noiseand breathing sounds, giving callers a superior experience.Stereosound and super wideband give vibrant, lifelike conversations – with the highest levels of hearing protection for agents. Reduce interruptions and enhance agents’ focus Multi-colour […]
