AUTOMATED CUSTOMER SATISFACTION: Keeping it Automated, while keeping it human – Here’s how to choose the best solutions
Contact centres are turning to automation to capture valuable customer feedback and improve satisfaction scores. But with a plethora of Automated Customer Satisfaction (ACS) providers on offer, choosing the right partner can be daunting. Here are some top tips for senior contact centre and customer service management professionals to navigate the options and find a […]
Contact centre solutions: 2024 buying trends revealed
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring and top the list of solutions the UK’s leading industry professionals are sourcing in 2204, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 29th & 30th in London. Delegates […]
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: A personalised 1-2-1 itinerary […]
AUTOMATED CUSTOMER SATISFACTION: Turning Frowns Upside Down – How to address complaints
Automated Customer Satisfaction (ACS) systems are a boon for businesses, offering valuable insights into customer experience. But what happens when those insights reveal unhappy customers? Here are some best practices, hints, and tips for dealing with customer complaints as part of an automated customer satisfaction system… Prioritise Alerts: Set your ACS system to flag negative […]
AUTOMATED CUSTOMER SATISFACTION: How to create the perfect survey
Automated Customer Satisfaction (ACS) surveys offer a convenient way to collect real-time insights, helping businesses improve their offerings and build stronger customer relationships. But crafting an effective ACS survey requires careful planning and attention to detail. Here are some best practices, hints, and tips to ensure your automated surveys yield valuable results… Keep it Short […]
AUTOMATED CUSTOMER SATISFACTION: Key principles and advantages of automated solutions
Automated Customer Satisfaction (ACS) solutions are rapidly becoming a valuable tool for UK Contact Centres, helping them gather real-time feedback, improve customer experience (CX), and ultimately boost loyalty. But how exactly do these solutions work, and what are the key advantages they offer? Here’s our handy guide, based on input for attendees at the Contact […]
The AI Advantage: How artificial intelligence is revolutionising commercial finance
Artificial intelligence (AI) is everywhere you look, and the financial services sector is no different. Banks and other financial firms like hedge funds were some of the first institutions to adopt artificial intelligence at a corporate level, while new technological advances and applications mean that AI usage is more widespread than ever. These new applications […]
One-Third of interactions with GenAI services will use action models & autonomous agents for task completion
One-third of interactions with generative AI (GenAI) services will use action models and autonomous agents for task completion by 2028. Autonomous agents are combined systems that achieve defined goals without repeated human intervention, using a variety of AI techniques to make decisions and generate outputs. They have the potential to learn from their environment and […]
GUIDE: How to use AI to personalise customer service
You may be looking to scale your customer service with AI, but hesitant about how AI may present your organisation to your customers and prospects. As a result, we wanted to share this guide from Freshworks, to investigate how you can adopt the right AI workflows to make teams more productive, reduce wait times for […]
If you specialise in Automated Customer Satisfaction 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 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 […]
