Contact Centre & Customer Services Summit: Final call for delegates!
With just over a week to go, there’s still time to grab the last free delegate places to the Contact Centre & Customer Services Summit, which takes place on 24th-25th April at London Heathrow. Are you able to make it? Your complimentary place includes; an itinerary of pre-arranged meetings with innovative, budget-saving solution providers, insightful […]
Are you frustrated by the lack of collaboration between the big tech companies and their workplace technology?
By Rob Quickenden, CTO, Cisilion Well, all that is about to change when it comes to workplace collaboration. Microsoft might dominate with Microsoft 365 and Teams, but there are still many companies that have huge investments in other meeting platform technology like Cisco Webex and Zoom. For years Cisco dominated enterprise video, but since the […]
Traditional comms still trumping omnichannel in most businesses
Traditional communication methods are still the popular with three quarters (76%) of businesses using Email and three-fifths (59%) using SMS, but only 7% of UK businesses are using digital messaging apps. The ongoing cost-of-living crisis has set a gloomy tone for consumersacross the country. Whilst customers tighten their pockets, businesses are looking for ways to […]
Chat apps driving the conversation when it comes to customer engagement
New research has revealed an apparent growing trend towards conversational experiences for customer communications, with chat apps such as WhatsApp Business Platform and social media channels such as Instagram driving the trend. Infobip analysis shows that traditional channels like SMS still play an important role for time-sensitive messages, two-factor authentication, and one-time passwords. But when […]
Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects, according to a new industry survey of contact centre industry professionals. 102 UK Contact Centre Directors and Managers took part in the online “How successfully has your contact centre embraced hybrid […]
Forum Events & Media doubles down on excellence with expanded leadership team
Forum Events & Media, home of the Contact Centre & Customer Services Summit and the Digital Customer Engagement Summit, and Fleet Summit, continues to grow in 2023 with the launch of a new Business Development department, which will strengthen the company’s existing portfolio of events while also enabling it to branch out into new sectors. […]
Do you specialise in Automated Customer Satisfaction? 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 April we’re focusing on Automated Customer Satisfaction. 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 Automated […]
Network and learn with the best at the Contact Centre & Customer Services Summit
Just a quick reminder to register your free place to next month’s Contact Centre & Customer Services Summit – a must-attend event for customer service professionals! Meet with suppliers to discuss your upcoming projects & network with peers. No need to worry about accommodation as we will provide you a night’s stay and all meals […]
Customer service being ‘neglected’ too often, says research
Nearly half (42%) of Brits don’t feel that customer service is a widespread business priority, leading to brand images being tarnished and business lost. In the Make Every Conversation Count report from FM outsource a quarter (24%) of people felt that the general standard of customer service has declined in recent years. Respondents were most critical […]
20% of inbound contact centre volume will come from machine customers
A fifth of inbound customer service contact volume will come from machine customers by 2026, as advances in Conversational AI, Automation, and Low Code Resources impact ways customers and reps interact. Machine customers are nonhuman economic actors that obtain goods or services in exchange for payment. In customer service and support, they will resemble virtual […]
