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 […]
Access fantastic online courses for contact centre and customer experience professionals
We have a wide selection of online courses tailored specifically for the contact centre sector, enabling you to both amass new skills and improve existing ones in 2024 and beyond – start learning today! These are specially-curated online courses designed to help you and your team improve expertise and learn new things. The Customer Services […]
If you specialise in Analytics 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 February we’re focusing on Analytics. 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 […]
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 […]
