Millennials are redefining customer service
By Merchants As the biggest generation and consumer group in the world today, millennials are now the most important influencers in the world of customer service. Having grown up with technology at their fingertips, millennials now value efficiency above everything else. Receiving goods/services on time and receiving answers to queries or concerns quickly is one […]
INDUSTRY SPOTLIGHT: Aircall Call Centre Software
Aircall helps Sales & Support teams have the kind of conversations that create lifelong customers. Its call center software easily integrates with your favorite CRM, Helpdesk, and critical business tools, giving users all the context they need to close more deals and deliver superior service. With no hidden fees and no hardware to manage, there’s no […]
Teleopti: 5 old habits for the contact centre to consign to history
Could too much old technology be weighing your contact centre down and preventing it from reaching its full potential? Jeremy Hamill-Keays, product manager at workforce management software specialist Teleopti, thinks so and has recommended 5 approaches to contact center management that, in his own words, can be consigned to history. Put simply, the argument goes that contact centre directors […]
Quarter of all customer service operations will use virtual assistants by 2020
Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017, according to Gartner. Speaking at of the Gartner Customer Experience Summit in Tokyo, Gene Alvarez, the company’s managing vice president, said more than half of organisations […]
How agents with deep domain knowledge enhance your customer relationships
By Pole To Win International Domain Knowledge is a concept long lauded as a fundamental of effective software development. From analysts to developers, the importance of product understanding is stressed as critical to every stage of developing and supporting software. However, the appreciation of domain knowledge benefits all industries and services. Domain knowledge isn’t unique […]
Network with peers at the Call Centre & Customer Services Summit
Join 65+ other senior professionals this spring at the Call Centre & Customer Services Summit – it takes place on April 23rd & 24th at the Radisson Blu Hotel, London Stansted. This highly-focused event will put you in touch with innovative new suppliers and solution providers, as well as giving you access to insightful seminar […]
Conversational customer relations to take centre stage in 2018?
New research for iAdvize indicates that conditions are ripe for so-called ‘conversational marketing’ to drive customer engagement across multiple industries in 2018. The term is used to describe the use of messaging apps (staffed by both real people and chatbots) by companies as a means of communicating with customers, as opposed to telephone and websites. iAdvize analysed […]
NEW REPORT: The Future Workforce – Leaders are you Listening?
Towards the end of last year, Kura and Inisoft teamed up with CCA Global to understand the motivations, challenges and perceived future of the contact centre industry from the advisors perspective. The CCA surveyed over 580 front-end advisors to get an accurate view of the contact centre across all sectors. We’re pleased to say a […]
Do you provide analytics for 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 Match we’re focussing on Analytics. 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 Analytics solutions and […]
Unlock the secrets of AI at the Call Centre & Customer Services Summit
Register now for the Call Centre & Customer Services Summit and – as well as having the opportunity to meet innovative new suppliers and network with 65+ other senior call centre and customer service professionals – you’ll be able to attend a series of insightful seminar sessions. All for free! This highly-focused and unique two-day […]
