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 […]
Contact Centre & Customer Services Summit: Here’s what’s in store this September…
Places are filling up fast to September’s Contact Centre & Customer Services Summit – but there’s a free spot for you to join 60 of your peers if you hurry! This free, two-day event will give you the opportunity to meet new and innovative suppliers who will help you to reduce your expenditure and provide […]
National Contact Centre Awards 2023: And the winners are…
Direct Line Group, UK Power Networks and SSCL were among the winners at the recent UK National Contact Centre Awards 2023. The winners were announced at Old Billingsgate on the banks of the River Thames in Central London, hosted by TV presenter, Claudia Winkleman. The UK National Contact Centre Awards welcomed over 1,200 industry professionals […]
