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 […]
Biometrics opening new possibilities in user experience
As the demand for heightened security and seamless user experiences continues to grow across various sectors, advanced biometric technologies are poised to redefine the authentication and identity verification processes. From ensuring secure financial transactions to enhancing border control and streamlining retail interactions, advanced biometrics’ ability to provide robust security while improving user experience marks a […]
Optimise customer interaction: Effective use of large language models for companies
By Björn Lorenzen, Regional Vice President EMEA Central at Yext Linguistic understanding is essential in today’s communication and has a significant influence on our everyday lives. It enables us to exchange information and control processes. In business, language is therefore an essential building block for strengthening customer loyalty and increasing customer satisfaction. The advanced development […]
Expand your mind at the Contact Centre & Customer Services Summit
Taking place from 29th to 30th April 2024 at the Radisson Hotel and Conference Centre London Heathrow, the Contact Centre & Customer Services Summit is completely free to attend and includes amazing attending benefits. Register as a delegate today for the chance to experience:- Pre-qualified meetings with suppliers of your choice to discover the latest […]
European Contact Centre & Customer Service Awards 2023 – The winners unveiled
The winners of this year’s European Contact Centre & Customer Service Awards have been revealed across 33 categories (encompassing Gold, Silver and Bronze) following a rigorous judging process. The winners were announced on Tuesday 21 November 2023 at an exclusive Awards Evening in London. They came to see finalists from organisations large and small compete […]
DISPLAY BOARD MONTH: How to ensure a clear picture when it comes to choosing products and partners for you contact centre
As we explored last time, display boards play a crucial role in disseminating information effectively and enhancing operational efficiency. For Contact Centre Managers and procurement professionals, choosing the right display board partner and solution is a significant decision, impacting both staff performance and customer satisfaction. Here we outline the key considerations… 1. Real-Time Data Capability […]
Two thirds of digital experiences are damaged by outdated technology
Nearly two thirds (63%) of ‘digital experience’ professionals say their experiences are being let down by poor and outdated technology. That’s according to FullStory research based on surveys 700 professionals responsible for building customer experiences online, including product teams, marketers and UX professionals. The global survey spans the USA, Germany, The Netherlands, Australia, Singapore, Indonesia […]
Do you specialise in CRM 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 December we’re focusing on CRM. 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 […]
Cloud and cyber threats pushing European IT spending to $1 trillion next year
IT spending in Europe is projected to total $1.1 trillion in 2024, an increase of 9.3% from 2023, as businesses allocate more funding to cloud solutions and heading off cyber threats. That according to the latest forecast by Gartner, which says that despite a conflated economic situation, IT spending in Europe continues to be recession-proof. […]
DISPLAY BOARD MONTH: Visualising success in the contact centre
Efficient communication and data visualisation are pivotal in the day-to-day running of contact centres. Over recent years, advancements in display board technology have markedly influenced how contact centres in the UK operate, enhancing both operational efficiency and employee engagement. One significant trend is the evolution from traditional static boards to dynamic digital display boards. These […]
