Only 8% of B2B & B2C customers used a chatbot during most recent customer service interaction
Only 8% of customers used a chatbot during their most recent customer service experience, and of those just 25% said they would use that chatbot again in the future. New research from Gartner suggests that despite customer service and support leaders’ growing focus on chatbots, customer use of them remains low, suggesting they don’t consistently […]
Examining the impact of AI on Contact Centre and Customer Experience
Artificial Intelligence (AI) is revolutionising various industries, and its impact on the contact centre and customer experience sectors is profound. AI-powered technologies are transforming how businesses interact with customers, enhancing efficiency, personalisation, and overall customer satisfaction. Here, we explore the ways in which AI is impacting the call centre and customer experience sectors, reshaping the […]
Do you specialise in virtual 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 July we’re focusing on Virtual Call/Contact Centres. 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 […]
Cyberattacks on major organisations ‘highlight AI vulnerabilities’
The cyber landscape continues to evolve as major organisations like British Airways, Boots, and the BBC face the aftermath of a crippling cyber attack. The battle against cyberattacks seems to have been lost, with vulnerabilities in AI becoming a potential future target for those trying to steal personal data, according to analysts at GlobalData. David […]
Small businesses ‘failing to capitalise on unique customer service advantage’
Less than half (40%) of consumers find that small businesses offer a more personalised customer service experience than larger corporates. That’s according to FM Outsource’s new report, Small Business Customer Service In 2023: A Missed Opportunity? The research, which investigated whether small businesses are meeting customer expectations, found that the majority of consumers (60%) feel […]
Customer experience benefitting from IDP automation
ABBYY has released its Intelligent Document Processing (IDP) Global Trends & Outcomes Report highlighting document challenges and opportunities driving enterprise intelligent automation initiatives. The report provides innovation leaders with key insights into how businesses are optimising document-centric processes to achieve operational excellence, improve the customer experience, and accelerate business value. “Enterprises continue to be driven […]
CX Solutions Summit: All the solutions you need, in one place
As a leading customer care industry professional you’re invited to attend the CX Solutions Summit, which will provide you with a rare day of networking, learning and connection building. Taking place on 19th October at the Hilton London Canary Wharf, this unique event will enable you to lay the groundwork for your organisations’ customer experience […]
Transforming social care: Adopting the right tech
Pressures already in the system, and projections of rising demand for services from an ageing population, means technology will need to play an increasingly important role in helping to expand capacity in the care system to meet these growing challenges. Gavin Bashar, UK&I MD at Tunstall Healthcare, discusses how technology can help local authorities and […]
These are the technologies impacting customer service and support in 2023
The technologies with the most current value to service and support organisations are those that support assisted service. That’s according to a Gartner survey of over 200 customer service and support leaders conducted December 2022 through February 2023, which revealed that the top technologies currently impacting customer service include: case management systems, internal collaboration tools […]
Delivering a great experience for the new brand custodians
The role of Contact Centre employees has changed significantly in recent years. The arrival of AI, chatbots and webforms has encouraged customer self-service, leaving dedicated agents to handle the more complex issues requiring knowledge, understanding and empathy. But these employees are also increasingly working from home a few days each week, remote from colleagues and […]
