Find the solutions you need at the Contact Centre & Customer Service Summit
Are you looking for new solution providers for your 2023 project list? If so, we have the below suppliers joining us at the Contact Centre & Customer Service Summit, which is free for you to attend: Avoira Comdata Daktela DDC Outsourcing Solutions eGain 8×8 Every Cloud Five9 Freshworks FM Outsource Gnatta Kerv North Tyneside Council […]
B2B networking event accolade for Forum Events & Media
Forum Events & Media Limited, home of the Contact Centre & Customer Services Summit and Digital Customer Engagement Summit, has been named as the leading provider of Business Networking Events – UK for 2022 at the Business Concept B2B Awards. The Business Concept launched the B2B Events Awards in 2021 to champion those involved in […]
‘Connected Rep’ strategy will improve contact centre efficiency by 30%
Customer service functions that implement the “connected rep” will improve contact centre efficiency by 30% by 2026. The connected rep is a strategy that enables customer service reps (CSRs) to perform high-quality assisted service at scale. It bridges technology and talent, using context, guidance, and design to reduce rep effort and increase consistency across interactions. […]
Demand for a blended omnichannel customer experience grows
While almost half of consumers (47%) preferring to visit the high street to shop for clothing in person, new research indicates consumer readiness to shop in-store now comes with a new set of expectations when it comes to ongoing engagement. That’s according to NTT DATA, which says that over the past couple of years, consumers […]
Do you specialise in Call Centre Technology? 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 March we’re focusing on Call Centre Technology. 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 Call […]
Half of customer service reps avoid adopting new tech
Forty-five percent of customer service reps (CSRs) avoid adopting new technologies by relying on legacy systems and tools. A Gartner online survey of 888 CSRs and support specialists from August 2022 revealed access to legacy systems is the main barrier to new technology adoption. “Many leaders believe that certain groups are less likely to adopt […]
148 million extra customer support calls: How the cost of living crisis is impacting customer care
UK households will make an extra 148 million customer service enquiries this year as the cost-of-living crisis continues and consumer spending tightens. That’s according to analysis by Firstsource Solutions, which says higher interest rates, inflation, and rising energy costs mean UK households are more likely to cancel subscriptions, downgrade packages, query bills and charges, and […]
Join these great organisations at the Contact Centre & Customer Services Summit
Register to attend the FREE Contact Centre & Customer Services Summit and you’ll be joining the likes Boots, BT, Tesco and Thomas Cook at the leading event for the customer service industry. April 24th-25th, London Heathrow Hear from expert speakers such as Steve McSherry, Country Manager of Daktella, who has over thirty years experience within the Contact […]
Webhelp expands leadership team with new MD Client Solutions
Webhelp, a leading global customer experience and business solutions provider, has expanded its leadership team further with the appointment of Samantha Williams (pictured) as MD, Client Solutions. Samantha, who has considerable experience in driving large transnational deals across the CXAAS & SAAS, BPO industry, has worked with many UK and global organisations, so is well […]
Digital transformation for finance – and what it means for customer experience
By Dr. Palanivel Rathinasabapathi Velmurugan is a Lecturer at Berlin School of Business and Innovation (BSBI) in Human Resource Management & Finance Stream Information technology is becoming an integral part of our daily routines because of digital transformation. All businesses must embrace digital transformation, no matter how large or small. If you fail to incorporate […]
