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 […]
Join BA, Openreach, ITV and more at the Contact Centre & Customer Services Summit
Join the UK’s leading companies a the Contact Centre & Customer Services Summit, which is taking place on 11th & 12th September at the Hilton Deansgate in Manchester. There is still time to register (only just!). There are only three FREE places left – Please confirm here. Expect a day and a half of seminar […]
Do you specialise in Knowledge Management 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 September we’re focusing on Knowledge Management. 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 […]
AI capabilities to push global contact centre market to 16% growth in 2023
The global contact centre (including conversational AI and virtual assistant) end-user spending is projected to total $18.6 billion in 2023, an increase of 16.2% from 2022, according to Gartner. “Near-term investment growth rates for CC and CC conversational AI and virtual assistants are expected to dip as business volatility creates a lengthening of decision cycles,” […]
How Pentland Brands is using data to get closer to its customers
Pentland Brands is the name behind some of the world’s best sports, outdoor and lifestyle brands. It owns Speedo, Berghaus, Canterbury of New Zealand, Endura, ellesse and Mitre. It’s also the UK footwear and apparel licensee for Kickers. Pentland Brands products are available in over 190 countries and are sold either directly by Group companies […]
Empowering Staff, Empowering Business: The benefits of training and development in contact centres
In the bustling environment of contact centres, the importance of well-trained, highly skilled staff cannot be overstated. As the primary point of customer interaction, your contact centre staff are the face of your company. Therefore, providing comprehensive training and development opportunities is crucial. This primer explores how investing in your contact centre staff can yield […]
Learn from the best at next month’s Contact Centre Summit
Just a quick reminder to register your free place to next month’s Contact Centre Summit – a must-attend event for Call Centre professionals. Meet with suppliers to discuss your upcoming projects & network with peers. We will provide you with overnight accommodation, gala dinner, buffet lunches and refreshments throughout. Our seminar programme will provide you […]
Generative AI ‘revolutionising’ retail customer communication channels
From revolutionising the nuts and bolts of supply chain operations to turbo-charging customer service, generative artificial intelligence (genAI) stands on the forefront of innovation in retail – its ability to fabricate hyper-customised content is turning the tables in marketing and communication strategies. That’s according to says GlobalData, with the analyst’s Practice Head of Disruptive Tech […]
Ireland’s Permanent TSB tackles employee and customer experience
Irish bank Permanent TSB has selected Medallia to deliver its Voice of the Customer (VoC) and employee experience programmes, representing a continuation of their four-year partnership. Medallia’s enterprise experience platform will support the retail bank in further embedding customer and employee engagement initiatives to promote organisational change through the power of positive experiences. Permanent TSB […]
Revolutionising Customer Experience: How virtual contact centres empower businesses
In an era marked by rapid digital transformation, businesses are turning to virtual contact centres to elevate their customer service delivery. These cloud-based platforms offer numerous benefits that can redefine customer interactions, offering a seamless, efficient, and effective experience. Here are some ways virtual contact centres can revolutionise your customer service approach… 1. 24/7 Availability: […]
