The Rise of Contact Centre as a Service (CCaaS): Flexibility hosted in the cloud
Contact Centre as a Service (CCaaS) represents a paradigm shift from traditional, on-premise contact centres to cloud-based solutions. Offering flexibility, scalability, and advanced technological capabilities, CCaaS has rapidly gained traction among businesses seeking to enhance their customer service experience. With CCaaS demand set to reach £19.8bn by 2031, let’s explore its implications for businesses and […]
Global contact centre software demand set to reach $139.3bn by 2030
The global contact centre software market size has been valued at $38.8 billion in 2023 and is predicted to reach $139.3 billion by 2030, equivalent to a ‘robust’ 20% Compound Annual Growth Rate (CAGR) over the period. A new report from Coherant Market Insights says the market is being driven by two main factors: Firstly, […]
AGENT COACHING MONTH: Tracking the evolution of excellence in UK contact centres
Over the past decade, the approach to agent coaching and monitoring in UK contact centres has undergone a significant transformation. Driven by technological advancements, changing consumer expectations, and a greater focus on employee engagement, these changes have reshaped the landscape of customer service. This article explores the key developments in agent coaching and monitoring, highlighting […]
If you specialise in Agent Coaching & Monitoring 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 January we’re focusing on Agent Coaching & Monitoring. 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 […]
CRM MONTH: Putting the contacts into contact centres
Approaches to CRM in the contact centre have shifted from a transactional model to a more holistic, customer-centric strategy. Here we explore the key developments that have shaped practices in UK contact centres over the past ten years, based on input from attendees at the Contact Centre & Customer Services Summit… 1. Integration of Multichannel […]
Biometrics opening new possibilities in user experience
As the demand for heightened security and seamless user experiences continues to grow across various sectors, advanced biometric technologies are poised to redefine the authentication and identity verification processes. From ensuring secure financial transactions to enhancing border control and streamlining retail interactions, advanced biometrics’ ability to provide robust security while improving user experience marks a […]
Optimise customer interaction: Effective use of large language models for companies
By Björn Lorenzen, Regional Vice President EMEA Central at Yext Linguistic understanding is essential in today’s communication and has a significant influence on our everyday lives. It enables us to exchange information and control processes. In business, language is therefore an essential building block for strengthening customer loyalty and increasing customer satisfaction. The advanced development […]
Expand your mind at the Contact Centre & Customer Services Summit
Taking place from 29th to 30th April 2024 at the Radisson Hotel and Conference Centre London Heathrow, the Contact Centre & Customer Services Summit is completely free to attend and includes amazing attending benefits. Register as a delegate today for the chance to experience:- Pre-qualified meetings with suppliers of your choice to discover the latest […]
European Contact Centre & Customer Service Awards 2023 – The winners unveiled
The winners of this year’s European Contact Centre & Customer Service Awards have been revealed across 33 categories (encompassing Gold, Silver and Bronze) following a rigorous judging process. The winners were announced on Tuesday 21 November 2023 at an exclusive Awards Evening in London. They came to see finalists from organisations large and small compete […]
DISPLAY BOARD MONTH: How to ensure a clear picture when it comes to choosing products and partners for you contact centre
As we explored last time, display boards play a crucial role in disseminating information effectively and enhancing operational efficiency. For Contact Centre Managers and procurement professionals, choosing the right display board partner and solution is a significant decision, impacting both staff performance and customer satisfaction. Here we outline the key considerations… 1. Real-Time Data Capability […]
