How self-service could shape the future of customer experience
As technological advancements continue at an unprecedented rate, businesses are incessantly seeking ways to enhance their customer experience (CX). A core strategy that has gained significant traction in recent years is the proliferation of self-service options. Over the next five years, the evolution of self-service is poised to transform CX in several distinct ways. Here […]
AI will enable contact centre agents ‘to become true brand guardians’
A new report has highlighted the essential role of hybrid and remote contact centre agents, the expected impact of artificial intelligence (AI), and agents’ readiness to act as brand guardians in the face of evolving consumer demands. Calabrio surveyed 400 contact center managers from across 10 countries, 4 age groups, and 6 industries. While there […]
5 Minutes With… livepro CEO Brad Shaw
In the latest instalment of our contact centre industry executive interview series we spoke to livepro CEO Brad Shaw about knowledge management, why we need to move one from physical documentation in order to empower staff and deliver better customer experience, plus how artificial intelligence will impact the sector… Tell us about your company, products […]
Do you specialise in Display Boards 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 November we’re focusing on Display Boards. 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 […]
Majority of customer data resides with IT teams
Seventy-eight percent of organisations report centralising customer data management within information technology (IT) teams, with a survey of 405 marketing leaders conducted in May and June 2023 finding 59% of them agreed with the statement that “our IT policies and/or strategy constrains our use of emerging technologies.” That’s from a new Gartner report, which asserts […]
Chat and Web Self-Service: Reshaping customer service strategies
Contact centres have long been the nexus between businesses and their customers. Historically reliant on voice-based interactions, these centres have undergone a significant transformation, driven by technological advancements and shifting customer preferences. Chief among these developments are chat and web self-service solutions. Here we delve into how these innovations have reshaped contact centres and modern […]
Contact Centre & Customer Services Summit: Registration now open for April’s essential event
Do you have an upcoming customer service project that you need help with? The Contact Centre & Customer Services Summit is a bespoke and highly targeted two-day event, where you can meet with a selection of suppliers, who can help with your upcoming plans and projects. 29th & 30th April 2024 Radisson Hotel & Conference […]
Contact Centre Standards Framework unveiled by CCMA
The CCMA (Call Centre Management Association) has launched a Contact Centre Standards Framework, designed to provide contact centres with a pathway to higher performance and operational excellence. It says the Framework will drive forward industry standards bat a time when the fast-paced business landscape means contact centre operations face continued pressure to deliver unparalleled customer […]
How to effectively implement Web Self-Service Chat
Web self-service chat solutions, increasingly powered by sophisticated AI, offer an exciting frontier for contact centres, enabling swift customer interactions and potential cost reductions. However, a hasty or ill-informed implementation can lead to customer frustration and missed opportunities. Here’s a guide to the crucial considerations for contact centre managers contemplating these solutions, as detailed by […]
Best practices for implementing Knowledge Management in contact centres
Knowledge management is pivotal for the operational efficiency of contact centres. An effective system ensures that agents have quick access to accurate information, leading to quicker call resolution, reduced wait times, and enhanced customer satisfaction. As UK contact centres strive to meet the ever-evolving demands of customers, here are some best practices to implement a […]
