3 tips for contact centres in 2024
It’s no secret that customers want to use their preferred platforms when communicating with customer service professionals, as well as being given a personalised experience when doing so. This is why contact centres are massively important from a strategic perspective, and particularly, contact centres that operate efficiently. With this in mind, Rob Mead, Head of […]
ANALYTICS MONTH: From enhanced customer insights to better QA – How AI and machine learning are impacting contact centre analytics
Artificial Intelligence (AI) and Machine Learning (ML) are pioneering a significant analytics revolution for contact centres. These advanced technologies are transforming the way contact centres operate, offering unprecedented insights into customer behaviour, enhancing service quality, and driving operational efficiency. Here’s an exploration of how AI and ML are at the forefront of the analytics revolution in […]
AI set to impact customer experience in financial services
New research reveals that the majority (52%) of financial services employees feel positive or very positive about the growth of AI, and 62% say learning to use new technologies increases their motivation at work and improves customer experience. More than half (56%) are also confident they have the necessary skills to work with more AI […]
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 […]
