December is CRM Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM 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 […]
European CCaaS market to hit $8bn by 2032
New research has pegged the European contact centre as a service (CCaaS) market at $1.79 billion in 2024, with CARG predicted to reach 20.7% for a market value of 8.03bn by 2032. CCaaS is a software model that lets businesses use a provider’s contact centre solution. It routes customer interactions to call center agents and […]
Ransomware Recovery: The essential guide for businesses to protect their future
Conor O’Neill, CEO and Co-Founder at OnSecurity, explains why both new and established businesses should prioritise this essential security measure… Just this week, an annual report released by tech giant Microsoft found that the number of ransomware attacks has more than doubled over the last 12 months. The Digital Defence Report has found that financially […]
75% of consumers prefer talking to actual humans for customer service
New research has highlighted the continued importance of the human touch in CX, with three quarters of punters preferring to to a real human in-person or over the phone for customer support – which may indicate brands need to improve online customer support. The research from Five9 suggests that as upcoming events like holiday shopping […]
Jabra research highlights impact of audio on workplace wellbeing
According to research from Jabra’s, the role that audio plays on cognitive, emotional and physical wellbeing in the workplace cannot be undersold: Nearly three quarters (71%) of UK respondents say working in a loud environment makes them mentally tired, and that clear and high-quality sound enhances their ability to focus on tasks. The research was […]
November is Display Boards Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in November we’re focusing on Display Board 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 […]
Personalising the EV Experience: The key to boosting sales targets
As the growth of Electric Vehicles (EV) sales to private consumers begins to plateau, automotive manufacturers face an uphill challenge. With the target for EVs to comprise 22% of total sales this year and an ambitious goal of 80% zero emission new cars in 2030, what strategies can Original Equipment Manufacturers (OEMs) adopt? Amelia Iredale, […]
RCS messaging predicted to make inroads following iOS adoption
Rich Communication Services (RCS) traffic will quadruple over the next five years as data from tech analyst Omdia shows RCS Application to Person (A2P) and Person to Person (P2P) traffic will increase from 1.5 trillion messages this year to more than 6 trillion messages in 2029. As a result, A2P RCS will generate revenues of […]
SAVE THE DATE: Contact Centre & Customer Services Summit – April 2025
The next Contact Centre & Customer Services Summit takes place on April 28th & 29th 2025 at the Radisson Hotel & Conference Centre London Heathrow – Register as a delegate today! Your complimentary pass includes: – A corporate “speed-dating” itinerary of one-to-one meetings with solution providers– A seat at our industry seminar sessions (included within your itinerary)– […]
Digital Identity Wallets gaining traction, say analysts
At least 500 million smartphone users will be regularly making verifiable claims using a digital identity wallet (DIW) by 2026. Identity verification (IDV) in the form of a user taking a picture of their identity document and a selfie is commonly used today for all kinds of customer interactions, especially in banking and financial services. […]
