Enter the ECCCSAs today: The greatest awards programme in the customer contact industry
In its 24th year, the European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the customer contact industry. The programme recognises organisations across Europe that are leading the way in delivering exceptional service to customers. The awards are highly regarded for its robust judging process, the ECCCSAs […]
VIDEO: What to expect at the Contact Centre & Customer Services Summit
The Contact Centre & Customer Services Summit is a bespoke and highly targeted event, where you can meet with a selection of top suppliers, who can help with your upcoming plans and projects, alongside opportunities to network with peers & attend educational seminars! Watch our short attendee experience video, taken from the point of view of a fellow buyer, to […]
If you specialise in Artificial Intelligence solutions 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 June we’re focusing on Artificial Intelligence 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 […]
Demand for cloud-based contact centres to hit $86.4bn this decade
The Cloud-based Contact Center Market is projected to grow from $6.2 billion in 2024 to $86.4 billion by 2029, equivalent to a compound annual growth rate (CAGR) of 26.9%, driven by demand for omnichannel communication, support for remote workforce enablement and faster adoption of AI/automation. That’s according to a new report by MarketsandMarkets, which also […]
SOCIAL MEDIA MONTH: Moving beyond Tweets and Likes for improved customer experience
In the not-so-distant past, contact centres were phone-centric battlegrounds, leaving social media interactions as an afterthought. However, the market for social media solutions in the contact centre have undergone a dramatic evolution, transforming how brands connect with customers and shaping the future of customer experience (CX). Let’s explore this exciting shift and how it’s likely to further revolutionise CX… From […]
AUTOMATED CUSTOMER SATISFACTION: Where do we go from here?
As we have been exploring, gauging customer satisfaction is crucial for improving service quality and fostering loyalty. Automated customer satisfaction (ACS) solutions have become a mainstay, but their potential is far from tapped. Here’s how we can expect ACS solutions to evolve in the coming years… From Tick-Box Surveys to Real-Time Sentiment Analysis Current ACS […]
Half of businesses yet to deploy AI to improve customer engagement
Data analysed by the customer experience specialist CX Network has found that over half (56%) of businesses have not implemented AI optimisation strategies to improve customer engagement. This is despite the fact that 42% of respondents agreed that automation was critical for delivering CX at scale, with 66% of customers expecting companies to understand their […]
If you specialise in Social Media solutions 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 May we’re focusing on Social Media 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 […]
FINAL CALL: Contact Centre & Customer Services Summit – Last chance to register!
The Contact Centre & Customer Services Summit takes place in just two weeks’ time and delegate places are nearly all gone – register to secure your meetings with leading industry suppliers… Date: 29th – 30th April Venue: London Heathrow Airport Clicke Here To Register Your pass is completely free, and includes: There are only 3 […]
CASE STUDY: One Nexus’ pledge to elevate customer service excellence – A year in review
In the dynamic world of the automotive industry, prioritising good customer service remains paramount for businesses. Recognising this, One Nexus embarked on a journey to elevate its customer experiences by implementing a strategic combination of partnerships and innovative solutions to streamline its business operations. Alan Glazier, the Commercial Director at One Nexus, explains the transformative […]
