First Direct tops latest UK Customer Satisfaction Index
Banking provider First Direct has topped the UK Customer Satisfaction Index (UKCSI), with a customer satisfaction score of 86.7 (out of 100). The UKCSI, published today by The Institute of Customer Service, is produced twice a year and rates customer satisfaction at a national, sector and organisational level across 13 sectors – incorporating the views […]
NICE unveils global ‘Robotic Automation Community’
A new educational platform from NICE aims to provide resources and best practice sharing for customers, partners, system integrators and domain professionals across various industries. With over 550 deployments, 500,000 robots in production and 16 years of RPA experience, NICE says its automation community members now have access to insights on RPA and NEVA (NICE […]
INDUSTRY SPOTLIGHT: Simply Compliant
Fusion’s simple phone payment technology captures the small and medium contact centre market. The Threat Contact Centres taking telephone payments are under threat as Card Not Present (CNP) transactions become the main target for card criminals, as recognised in the latest PCI Security Standards Council guidance released in November last year. Introduction of the GDPR alongside […]
GUEST BLOG: Customer Service Management – It’s time to change the metrics
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre advisors still incentivised based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality. Get the customer off […]
Network your way to success at the Call Centre & Customer Services Summit
Would you like to join 65 other senior contact centre professionals for two days of learning and networking this April? The Call Centre & Customer Services Summit takes place 29 & 30 April 2019 at the Radisson Blu Hotel, London Stansted and will give you the opportunity to meet with peers , source cost-saving solutions and learn in educational […]
Top mistakes businesses make with AI in the Contact Centre – And how to avoid them
By Enghouse Interactive There is a great deal of discussion in the marketplace regarding robots and artificial intelligence (AI) and their future role in the contact centre. Much of this is hype. A lot of people are talking hypothetically about what robots might do in a customer service context. Fewer are using a truly AI-driven […]
CallMiner’s speech analytics recognised at Credit Excellence Awards
CallMiner and Cabot Credit Management won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018. The Credit Excellence Awards recognise organisations that work in a way that is likely to inspire others in the profession to deliver the best possible customer outcomes. The judges were impressed by the way Cabot uses CallMiner Eureka speech analytics […]
CX and contact centres: What will change in 2019?
By Peter Tetlow, Client Solutions Director at Ventrica In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the customer experience (CX). However, this prediction missed one critical factor: the customer. With this in mind, Peter Tetlow, Client Solutions […]
Do you provide Analytics 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 February we’re focussing on Analytics Solutions. 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 Analytics Solutions and […]
Meet all your call centre solutions in one place this April
Sourcing new suppliers can be tough and time consuming. But the Call Centre & Customer Services Summit enables you to do it all in one place, in two working days. 29 & 30 April 2019 – Radisson Blu Hotel, London Stansted This event will give you the opportunity to meet with innovative and budget-saving suppliers, face-to-face, […]
