Are these the Top 3 priorities for customer service leaders in 2024?
Reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market will be top priorities for customer service and support leaders in 2024, according to Gartner. A Gartner survey of 246 customer service and support leaders conducted September through October 2023 revealed service and support leaders’ priorities for the coming […]
Celebrate 20 years of the Contact Centre & Customer Services Summit with us!
A special 20th Anniversary Contact Centre & Customer Services Summit is taking place this April at the Radisson Hotel & Conference Centre London Heathrow – Register to attend today! We’d love to fund your place which includes; a personalised itinerary of relaxed one-to-one meetings with companies that you pre-select, informative seminars, all meals and refreshments […]
If you specialise in Technology for contact centres we want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in March we’re focusing on 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 […]
ANALYTICS MONTH: Leveraging insights from AI and Ml while protecting privacy
As businesses strive to enhance customer service, drive efficiency, and gain competitive advantage, the application of analytics within contact centres has become increasingly sophisticated. Here’s a look at the key trends shaping the use of analytics tools in the UK’s contact centre industry. Real-time Analytics for Immediate Insights: One of the most significant trends is […]
Zoom touts AI benefits for contact centres
Zoom has announced new AI Companion capabilities that it says will help improve connection, productivity, and collaboration across the platform, with specific benefits for contact centres and agents. Along with additional enhancements across Zoom Team Chat, Zoom Whiteboard, and Zoom Meetings, Zoom AI Companion, the company’s generative AI assistant that is included at no additional […]
CCaaS demand set to hit $17.8bn by end of the decade
The Global Contact Centre as a Service (CCaaS) market is expected to generate $17.83 billion by the end of 2029, up from $4.73 billion in 2022. The big prediction comes in a new report for ResearchAnMarkets, which says as businesses increasingly embrace digital technologies and channels, there’s a growing need to modernise their contact centre […]
Companies ‘must navigate challenges’ to ensure ethical deployment of AI solutions
Generative AI has raised new challenges related to ‘Responsible AI’, catapulting concerns into the headlines and forcing enterprises to revisit their AI policies at a time when they investigate new potential applications. Enterprises need to ensure that AI solutions are implemented in a responsible and ethical way, says GlobalData, data and analytics company. Responsible AI […]
2024 Contact Centre Predictions: The intersection of brand, CX, and AI?
As 2023 came to a close, a survey by Which? found that on average 20% of customers were unhappy with their most recent customer service interaction. Many leading consumer brands were found to be falling behind on basic service KPIs, with almost a quarter unhappy with how long it took to speak to someone who […]
AGENT COACHING MONTH: Top tips for choosing the right partner for your contact centres
In the bustling world of contact centres, the performance and skill set of agents play a pivotal role in delivering exceptional customer service. As a senior contact centre professional, selecting the best agent coaching solutions is vital for nurturing a skilled and efficient team. Here are some top tips to guide you in making the […]
Learn and meet new partners at the Contact Centre & Customer Services Summit
April’s Contact Centre & Customer Services Summit will give you the opportunity to network with peers, meet 1-2-1 with leading industry suppliers and attend our educational seminar programme. Would you and/or a colleague like a spot? Your place will be fully funded and booking only takes 5 minutes! – Secure your place here. Author, Entrepreneur […]
