AUTOMATED CUSTOMER SATISFACTION MONTH: The rise of passive and predictive CSAT in customer service strategy
For decades, Customer Satisfaction (CSAT) scores have relied heavily on post-interaction surveys—typically asking customers to rate their experience on a scale of 1 to 5. But with declining response rates and survey fatigue, many leaders are now embracing passive and predictive approaches to customer satisfaction, powered by AI, machine learning, and behavioural analytics. These tools are enabling contact centres […]
PRODUCT SPOTLIGHT: Premier CX
With 59 million people in the UK now using WhatsApp, businesses are capitalising on its widespread adoption to enhance customer service and establish it as a key communication channel. The numbers speak for themselves, contact centres that have implemented WhatsApp report cost reductions of up to 35% and agent productivity improvements of up to 54%. But simply […]
Looking for a new CX delivery Destination and Partner; Merchants looks forward to meeting you
Merchants is an award-winning customer management partner specialising in business process outsourcing (BPO). Based in a leading BPO destination in South Africa, our mission is to deliver exceptional customer experiences. Our core belief is simple: “People Matter.” We put our people, communities, clients, and partners at the forefront of everything we do. At Merchants, we […]
TECHNOLOGY MONTH: Exploring solutions for hybrid & remote workforce management
With remote and hybrid work models seemingly here to stay, contact centres are embracing advanced solutions to manage their distributed workforce efficiently. With cloud-based platforms, real-time analytics, and remote agent monitoring tools, businesses are improving productivity, compliance, and customer experience – all while maintaining the flexibility that modern agents expect. This year, the success of remote and hybrid contact centres […]
Customer Service Automation: Less Stress, More Success
Customer service can be a headache. Customers want quick, personalised responses on email, chat, and social media. Meanwhile, agents are drowning in repetitive questions like, “Where’s my order?” or “How do I reset my password?” On top of that, managers need to improve service while cutting costs. Throw in scattered data, and it’s pure chaos. […]
Contact Centre & Customer Services Summit: Your ticket to success
Would you like to join us in April at the Contact Centre & Customer Services Summit, where top speakers such as Rachel Stone-Browning from ESPO, and Jo Pringle from Premier CX, will be sharing their experience and knowledge? 28th & 29th April 2025 Radisson Hotel & Conference Centre, Heathrow Airport Your pass is complimentary – […]
April 2025 is Automated Customer Satisfaction 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 April we’re focusing on Automated Customer Satisfaction 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 […]
INDUSTRY SPOTLIGHT: Invest North East England (INEE)
Who are we? Invest North East England (INEE) is the strategic inward investment agency for the North East Combined Authority and is the first point of contact for businesses looking to locate and invest in our region. Our aim is to support new inward investment and promote the region as prime location for businesses to […]
North East England: A northshoring success story
As businesses continue to react and respond to changes in the domestic and global economy, many are seeking new and innovative ways to ensure they remain profitable and competitive in what is an ever-changing business environment. One of the biggest trends in recent years has been the rise in northshoring – businesses moving all or […]
TECHNOLOGY MONTH: The growing role of speech analytics
Speech analytics is rapidly gaining traction in contact centres, driven by advances in AI-based voice recognition. By transcribing and analysing calls, these tools unlock insights that improve customer service. The global market reflects this surge, growing from $3.1 billion in 2024 to $3.8 billion in 2025, according to The Business Research Company. In practice, speech analytics […]
