5 Minutes With… Jeremy Payne, Enghouse Interactive
As part of our ongoing executive interview series, we sat down with Jeremy Payne, International VP Marketing at Enghouse Interactive, to talk about customer interaction, market trends and the pace of change… Q: Tell us about your company, products and services. A:We develop customer interaction management solutions. Core technologies include contact centre, attendant console, predictive […]
Network your way to success at the Digital Customer Engagement Summit
The Digital Customer Engagement Summit takes place in London on October 19th – Register today to join 60 fellow professionals for a full day of networking and business connections. Confirm your FREE VIP place here! The Summit will give you access to innovative and cost-saving suppliers for a series of pre-arranged, face-to-face meetings based on […]
Call Centre & Customer Services Summit: Are you connected?
The Call Centre & Customer Services Summit takes place on September 16th & 17th – make sure you secure your place! This unique event will give you the opportunity to: Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard sell guaranteed! Attend a series of insightful seminars. Network with like-minded […]
Retail failing at social media for customer service
Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements. That’s according to the 2019 Eptica Digital Trust Study, which found that while retailers successfully answered 59% of routine queries asked via web self service, chat, email, Facebook and Twitter, there were wide variations in performance […]
Call Centre & Customer Services Summit – Don’t miss out!
The second Call Centre & Customer Services Summit of 2019 takes place on September 16th & 17th in Manchester – secure your place today! This unique event will give you the opportunity to: Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard sell guaranteed! Attend a series of insightful seminars. […]
Is on-screen clutter getting in the way of good customer service?
Contact centres are still wasting precious time on administration instead of servicing customers. Colin Hay, VP Sales at Puzzel UK, believes the answer is, quite literally, staring you in the face. Here are 5 tips for improving the customer experience using the latest agent desktop applications… Automating business processes and providing a clearer view of what really matters certainly makes […]
Digital Customer Engagement Summit – Activate your ticket!
There’s a free VIP place reserved for you at this autumn’s Digital Customer Engagement Summit on October 15th. This unique event takes place at the Hilton Canary Wharf, London. Can you confirm you will be joining us? The Summit will give you access to innovative and budget-saving suppliers for a series of pre-arranged, face-to-face meetings […]
Do you specialise in AI 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 June we’re focussing on Artificial Intelligence. 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 of Artificial Intelligence […]
AI key to customer service, but performance overrated
Sixty-three per cent of contact centre leaders agree that chatbots and virtual assistants make it easier for consumers to get their issues resolved. That’s according to findings of the second annual NICE inContact CX Transformation Benchmark, a global research study that gauges the changing attitudes of both industry professionals and consumers. NICE inContact polled contact […]
EDF to use Capgemini’s Odigo CCaaS platform
EDF Energy is to use a Contact-Center-as-a-Service (CCaaS) offering from Odigo, Capgemini’s cloud contact centre solutions brand. The project is part of a customer experience transformation initiative being undertaken by EDF Energy to optimise the service it delivers to its 3 million customers. Odigo will replace the existing on-premise contact centre platform with a cloud-native solution, […]
