Analyst identifies the three technologies that will ‘transform’ customer care this decade
Generative AI, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to Gartner.“The common theme of these three technologies are their ability to streamline the customer journey and enable customer service leaders to meet customers’ growing expectations,” said Drew Kraus, VP Analyst in the Gartner Customer Service […]
Be in the know about contact centre Knowledge Management
Knowledge management has become a foundational aspect of contact centre operations, referring to the process of capturing, developing, sharing, and effectively using organisational knowledge. It’s not just about storing information, but making sure that the right information is always accessible to the right people at the right time. Here’s our primer, based on input from […]
Everything you wanted to know about natural language processing (but were afraid to ask)
Natural Language Processing (NLP) has become a transformative force in customer service, using sophisticated algorithms to decipher, understand, and generate human language. At the core of NLP lies the capability to understand customer input. When a customer interacts with a chatbot or voice assistant, NLP systems break down the user’s message into smaller units, identifying […]
2023 European Contact Centre & Customer Service Awards finalists revealed
Now in its 23rd year, the European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the European customer contact industry – and its 2023 finalists have now been revealed. The programme recognises organisations across Europe that are leading the way in delivering exceptional service to customers. Overseen […]
How to choose a training partner for your contact centre
In today’s ultra-competitive business landscape, the quality of customer service can set companies apart. For contact centres in the UK, finding the right training partner is critical to equip staff with the skills they need to excel. Here’s a primer on the vital considerations to ensure your chosen partner aligns with your centre’s objectives… Specialisation […]
Join BA, Openreach, ITV and more at the Contact Centre & Customer Services Summit
Join the UK’s leading companies a the Contact Centre & Customer Services Summit, which is taking place on 11th & 12th September at the Hilton Deansgate in Manchester. There is still time to register (only just!). There are only three FREE places left – Please confirm here. Expect a day and a half of seminar […]
Do you specialise in Knowledge Management 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 September we’re focusing on Knowledge Management. 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 […]
AI capabilities to push global contact centre market to 16% growth in 2023
The global contact centre (including conversational AI and virtual assistant) end-user spending is projected to total $18.6 billion in 2023, an increase of 16.2% from 2022, according to Gartner. “Near-term investment growth rates for CC and CC conversational AI and virtual assistants are expected to dip as business volatility creates a lengthening of decision cycles,” […]
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 […]
