How Pentland Brands is using data to get closer to its customers
Pentland Brands is the name behind some of the world’s best sports, outdoor and lifestyle brands. It owns Speedo, Berghaus, Canterbury of New Zealand, Endura, ellesse and Mitre. It’s also the UK footwear and apparel licensee for Kickers. Pentland Brands products are available in over 190 countries and are sold either directly by Group companies […]
Empowering Staff, Empowering Business: The benefits of training and development in contact centres
In the bustling environment of contact centres, the importance of well-trained, highly skilled staff cannot be overstated. As the primary point of customer interaction, your contact centre staff are the face of your company. Therefore, providing comprehensive training and development opportunities is crucial. This primer explores how investing in your contact centre staff can yield […]
Learn from the best at next month’s Contact Centre Summit
Just a quick reminder to register your free place to next month’s Contact Centre Summit – a must-attend event for Call Centre professionals. Meet with suppliers to discuss your upcoming projects & network with peers. We will provide you with overnight accommodation, gala dinner, buffet lunches and refreshments throughout. Our seminar programme will provide you […]
Generative AI ‘revolutionising’ retail customer communication channels
From revolutionising the nuts and bolts of supply chain operations to turbo-charging customer service, generative artificial intelligence (genAI) stands on the forefront of innovation in retail – its ability to fabricate hyper-customised content is turning the tables in marketing and communication strategies. That’s according to says GlobalData, with the analyst’s Practice Head of Disruptive Tech […]
Ireland’s Permanent TSB tackles employee and customer experience
Irish bank Permanent TSB has selected Medallia to deliver its Voice of the Customer (VoC) and employee experience programmes, representing a continuation of their four-year partnership. Medallia’s enterprise experience platform will support the retail bank in further embedding customer and employee engagement initiatives to promote organisational change through the power of positive experiences. Permanent TSB […]
Revolutionising Customer Experience: How virtual contact centres empower businesses
In an era marked by rapid digital transformation, businesses are turning to virtual contact centres to elevate their customer service delivery. These cloud-based platforms offer numerous benefits that can redefine customer interactions, offering a seamless, efficient, and effective experience. Here are some ways virtual contact centres can revolutionise your customer service approach… 1. 24/7 Availability: […]
Do you specialise in Training & Development 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 August we’re focusing on Training & Development. 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 […]
Preparing the care sector for digital transformation with SaaS
The digital transition is underway, with telecom providers working together to cease the Public Switch Telephone Network (PSTN) and switch over to voice over internet protocol (VoIP). This is already having a transformative impact on health, housing and social care service provision. Gavin Bashar, UK Managing Director at Tunstall Healthcare, shares insight into Software as […]
Ofcom begins investigation in 999 call dispruption
Ofcom has formally launched an investigation into BT following a UK-wide disruption to emergency call services last month. Its rules require BT and other providers to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any call services offered. They also require providers to take all necessary measures to ensure […]
Shaping the Future of Customer Service: How Virtual Contact Centres are disrupting the status quo
The advent of digital transformation has led to the rapid evolution of contact centres. The traditional model has given way to virtual contact centres, leveraging cutting-edge technologies to improve customer service and drive operational efficiency. As part of of our focus on virtual contact centres this month, we take a look at the key trends […]
