Do you specialise in Artificial Intelligence for contact centres? We want to hear from you!
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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focusing on Artificial Intelligence. 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 […]
2023’s top 10 data and analytics trends identified
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A Gartner study has identified what it says are the top 10 data and analytics (D&A) trends for 2023 – stating they can guide D&A leaders to create new sources of value by anticipating change and transforming extreme uncertainty into new business opportunities. “The need to deliver provable value to the organization at scale is […]
Customer experience is employee experience – and vice versa
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Contact centres must provide exceptional customer experience (CX) – and technology, such as AI and chatbots, is playing a key role in transforming that experience. The fast-evolving customer journey is, however, also completely changing the employee experience (EX), with agents now tasked primarily with handling the complex and demanding customer interactions that technology cannot resolve. […]
CX Solutions Summit: Your key to success in 2024
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Join your industry peers at the CX Solutions Summit – a bespoke and highly-targeted one-day event, specifically created for CX professionals. You will have free access to the event, where you can meet with a selection of suppliers to help with your upcoming plans/projects, for 2024 onwards! 19th October – Hilton London Canary Wharf Format: […]
SAVE THE DATE: Contact Centre & Customer Services Summit – September 2023
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The next Contact Centre & Customer Services Summit takes place on September 11th & 12th 2022 at the Hilton Deansgate in Manchester. 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 itinerary) – Overnight accommodation at the venue – free of […]
Online Safety Bill UK: WhatsApp, encryption and the implications for privacy
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By Andrew Parsons, Partner, Womble Bond Dickinson WhatsApp and other encrypted messaging service providers have signed an open letter to oppose the Online Safety Bill ahead of its final reading in the House of Lords. This article explains the journey of the Bill so far and why WhatsApp and other organisations are opposing the proposed […]
Balancing economics with environmental concerns in the world of customer service
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Can businesses react to the current economic landscape and ‘do more with less’, while still minimising environmental impact, accelerating growth and delivering excellent customer service? We asked Tony Lorentzen (pictured), Nuance’s SVP of Intelligent Engagement… How are modern technologies transforming the customer experience, especially within call centres? Despite many consumers today preferring to communicate with […]
5 Minutes With… Jay Patel VP & GM, Webex CPaaS at Cisco
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In the latest instalment of our contact centre industry executive interview series we spoke to Jay Patel, VP & GM at Webex CPaaS at Cisco, about the firm’s latest technologies, keeping up with changes in customer behaviour and the opportunities that presents, and the rise and rise of conversational commerce… Tell us about your company, products, […]
The implications of AI and ChatGPT on customer experience
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The impact of ChatGPT on the business technology world has generated a lot of buzz, but does the reality live up to the hype? And what does it really mean for the future of work, customer experience, and Communications Platform-as-a-Service (CPaaS) solutions? For years, technology experts have been discussing the growing prominence of large language […]
Do you specialise in Social Media for contact centres? We want to hear from you!
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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media. 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 Social Media […]