Contact & customer service centres: 2023/24 buying trends revealed
Artificial Intelligence, Agent Coaching & Monitoring and Call Centre Technology top the list of solutions the UK’s leading industry professionals are sourcing in 2023/24. The findings have been revealed following the recent Contact Centre & Customer Services Summit, which took place last week. Delegates registering to attend the event were asked which areas they needed […]
Generative AI set to ‘redefine’ customer experience offered by financial institutions
In the evolving world of financial services, where rapid adaptation to customer needs is paramount, generative AI (genAI) is quickly becoming a game-changer. Its prowess in generating customised content and solutions is redefining how financial institutions interact with their customers and optimises their internal operations. That’s according to analysts at GlobalData with Kiran Raj, Practice […]
SAVE THE DATE: Contact Centre & Customer Services Summit – April 2024
The next Contact Centre & Customer Services Summit takes place on April 29th & 30th 2024 at the Radisson Hotel & Conference Centre London Heathrow – Register as a delegate today! Your complimentary pass includes: – A corporate “speed-dating” itinerary of one-to-one meetings with solution providers – A seat at our industry seminar sessions (included within your […]
Do you specialise in Web Self Service/Chat 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 October we’re focusing on Web Self Service/Chat. 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 […]
Big tech could be threatened as regulators crack down on privacy
A leading analyst has predicted that over the next ‘few years’, regulators will crack down on some of the world’s biggest tech companies, including Amazon, Google, Meta, X (Twitter), Alibaba, and Tencent. GlobalData’s latest thematic report, ‘Tech Regulation,’ predicts that regulators will come after tech companies in 12 regulatory arenas: data security, data privacy, antitrust, […]
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 […]
