Call Centre & Customer Services Summit – Secure your free place today
Your time is precious – and the Call Centre & Customer Services Summit is the solution to all your needs. Plus, you can attend the leading event for the customer care industry completely free of charge. The Summit takes place on September 17th & 18th at the Hilton Deansgate, giving call centre and customer service […]
12 point guide for contact centres struggling with GDPR
Semafone has created a guide for contact centres to help them comply with the EU General Data Protection Regulation (GDPR). The guide was compiled with the help of four industry experts specialising in data security, GDPR, and contact centre technology and offers practical advice summarised in a 12 step path to compliance. Semafone cites research from […]
GUEST BLOG: Why operators should be open to using flexible staff
Could a flexible workforce be right for your business? There are five key benefits for you to consider, says Coople… Matching and optimising your staffing levels to the business you are experiencing can be a challenge, especially when you need to maintain high standards throughout the customer experience. A flexible, adaptable workforce provides a solution. […]
Do you specialise in Virtual Call/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 August we’re focussing on Virtual Call/Contact Centres. It’s all part of our new ‘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 […]
RECOMMENDED: Cirrus – The CCaaS solution that makes managing contact effortless
At Cirrus we take the technology headache out of day-to-day contact centre operations, helping you take advantage of Artificial Intelligence (AI) and the latest omni-channel features, and manage your GDPR responsibilities. Cirrus is the CCaaS solution that makes managing contact effortless; saving you both money and time. In fact, it works so well, you can forget about […]
WHITEPAPER: Robots replace advisors – Fact or fiction?
80% of the cost in a contact centre is its unhappy agents. So if the burden can be reduced on them with AI, then you will also be able to reduce attrition costs, while boosting employee engagement and tenure. Unsure how to deploy chatbots and AI in the contact centre and of how they fit […]
GUEST BLOG: It’s not the technology – It’s the content!
By Suzy Hyatt, Adexchange Investing in new Contact Centre technology is essential – but if our customers struggle to use this technology, getting a return on investment can be difficult… So how do we make sure we get the most out of our technology? The simple answer is Content. Assuming the technology we’ve put in […]
Amazon still top of UK customer satisfaction index
Amazon is still number one in the UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service. With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one. Eight non-food retailers make up this year’s top 20, and the retail sector […]
Call Centre & Customer Services Summit – Save the date!
Your time is precious – and the Call Centre & Customer Services Summit is the solution to all your needs. Plus, you can attend the leading event for the customer care industry completely free of charge. The Summit takes place on September 17th & 18th at the Hilton Deansgate, giving call centre and customer service […]
GUEST BLOG: Superagents – 6 reasons to celebrate
Rather than fear robots taking over the contact center, Nick Smith at Teleopti says it’s time to harness the power of both worlds to improve the customer experience. Here he outlines six reasons to celebrate today’s superagents… You often hear about the struggle between man versus machine and robots taking over agents in the contact […]
