CASE STUDY: Argos ‘Sales Through Service’ for Live Chat Agent
By Ember Group Like many retailers Argos is aware of the competitive nature of its business and came to Ember for assistance in maximising value in customer conversations using a ‘Sales Through Service’ approach. The project was focused on ensuring that contact centre teams speaking to customers over the telephone and via website ‘Live Chat’ […]
Claim your free ticket to the Call Centre & Customer Services Summit
There’s a free VIP place reserved for you at the upcoming Call Centre & Customer Services Summit on April 29th & 30th. You can claim yours by clicking here. This unique event takes place at the Radisson Blu Hotel, London Stansted. The Summit will give you access to innovative and budget-saving suppliers for a series […]
GUEST BLOG: What role will Chatbots play in 2020?
Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to serve customers and agents. Colin Hay at Puzzel takes a closer look at the top three uses for Chatbots… This time last year, Gartner predicted that Virtual Customer Assistants (VCAs) or Chatbots will dominate the […]
Introducing the Digital Customer Engagement Summit
The Digital Customer Engagement Summit is a brand new, one-day event from the people behind the industry-leading Call Centre & Customer Services Summit. Acknowledging a need in the market for a focused event, the Summit will cover all areas of digital customer engagement – from AI applications to secure payment solutions; business intelligence solutions to […]
GUEST BLOG: Taking call centre analytics to the next level
It’s not just your customers that are making more demands of you; so are your competitors. You need to be able to get business-wide insight in real-time just to keep up. Is your analytics suite up to the task? Geoff Land, Managing Director of Infinity CCS, investigates… In a complex environment such as a modern contact […]
Tourism customer service praised as bank performance highlighted
Average customer satisfaction for the tourism sector remains above the UK average in the latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, but the country’s banks have had mixed performances highlighted in separate data published by the government. A score of 80.3 out of 100 for the tourism sector in […]
Semafone reshuffles pack ahead of US expansion
Semafone has appointed Gary E. Barnett to the role of CEO, replacing Tim Critchley who had been in the position since 2009, as the company prepares to expand its presence in the U.S. market. Barnett is recognised as an authority on contact center (CC) and unified communications (UC) technologies and solutions. With a 30-year track […]
GUEST BLOG: IT and marketers working together will improve CX
For years, marketers have talked—and written—extensively about the disconnect between marketing and IT. Who should own email lists and sensitive data? Who should have access to the website CMS? Who should decide which marketing automation platforms to install? These are just a few of the questions that have plagued the marketing/IT debate. In 2019 however, […]
Do you provide Technology Solutions to call 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 March we’re focussing on new Technology. 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 tech to […]
Join BT, Igloo Energy, Virgin Media & more – your free VIP ticket
We are gathering together decision makers from today’s leading call centre and customer services operations for the Call Centre & Customer Services Summit, taking place on April 29th & 30th at the Radisson Blu Hotel, London Stansted. In addition to two days of business networking, you will get the latest insights and advice on trends […]
