Digital channel use gaining ground – and it’s not because of AI Chatbots
Use of digital channels by consumers to contact brands is gaining ground on more traditional methods, with email doubling and chat tripling among US consumers in 2018, according to a new study. However, the research by NICE inContact also found that use of “automated assistants” or chatbots by consumers for recent service interactions is still […]
AI customer service specialist Afiniti raises $130m, is valued at $1.6bn
AI in customer service is hot right now, as illustrated by the fact that Washington DC-based Afiniti just raised $130 million in Series D funding, valuing the company at a whopping $1.6 billion. Privately-held companies with a valuation of more than $1 billion are extremely rare, and it’s expected that the firm will complete an […]
GUEST BLOG: Autonomy by Automation
By Jonathan Sharp, Director, Britannic Technologies Technologies such as artificial intelligence (AI) and robotic processing automation (RPA) are disrupting the market. Businesses need to take ownership of the change in culture and invest in prioritising their employees’ learning and development, providing them with autonomy to do their jobs more effectively. For some the change is […]
What’s the word on the Call Centre & Customer Services Summit…?
We could tell you about the Call Centre & Customer Services Summit. About how it… Is FREE for you to attend Will allow you to meet with innovative and budget-saving suppliers Gives you the chance to learn from inspiring seminar speakers Means you can network with other senior call centre and customer service professionals And […]
Limited tickets left for the Call Centre Xmas Party – don’t miss out!
There are just three weeks until the festive season officially begins – that’s when the Call Centre & Customer Services Christmas Party takes place. Don’t miss out! Here are the details:- Wednesday November 14th 6pm – 10pm Dirty Martini – Minories, London It’s FREE for call centre and customer services professionals to attend, but you’ll […]
UK customers now contact brands nearly half a billion times every month
Research has highlighted the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies – estimated at £1.227 billion. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Across the […]
Your personal invitation to meet customer experience experts
Britannic Technologies gets to the heart of your business by helping you devise and develop your contact centre strategy. We take time to understand your business, aligning the contact centre’s strategy with your objectives and strategy. Discovering your requirements to match technology to your business, designing a tailored solution for you. The Walker Study states […]
CX specialist Ember Group acquired by Davies Group
Ember Group, a customer experience (CX) consulting and digital solutions business, has been acquired by Davies Group as part of a transaction will complete during October, subject to approvals. Ember provides CX consulting, analytics, training and specialist resourcing to large organisations and major brands operating across a range of highly regulated and international markets, including insurance, […]
A night to celebrate – book your Call Centre & Customer Services Christmas Party ticket today!
Kickstart the festive celebrations at the Call Centre & Customer Services Christmas Party on 14 November 2018 at Dirty Martini Minories in London. Tickets are priced from just £15 +VAT which covers entrance, drinks and canapés. Book yours today to avoid disappointment! You’ll be joining friends, colleagues and peers, with confirmed attendees including Altitude Software, Bourne Leisure, […]
Not valuing customers ‘leads to $136 billion switching epidemic’ in US
US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems, with the resulting switching by consumers costing firms $136 billion a year. A report from CallMiner features survey responses from US adults who had contacted a supplier in the last five years and shows that 85% of adults […]
