Do you specialise in Analytics 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 February we’re focusing on Analytics. 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 Analytics solutions and […]
UK National Contact Centre Awards: Submit your entry today!
The largest awards programme that recognises contact centre talent in the UK is accepting entries until Friday 24 February 2023. Entering the UK National Contact Centre Awards is easy. Just register on the website, choose your categories, and fill in the short form. It’s a quick and easy process to follow! You can enter as […]
Customer data and analytics ‘top priority’ for achieving customer service goals
Customer service and support leaders cited customer data and analytics as a top priority for achieving organisational goals in 2023, according top new research. In a Gartner online survey of 283 customer service and support leaders from August-October 2022, 84% of customer service and service support leaders cited customer data and analytics as “very or […]
Global government IT spending to grow 6.8%, fuelled by TX demand
Worldwide government IT spending is forecast to total $588.9 billion in 2023, an increase of 6.8% from 2022, fuelled by demand for consumer-like Total Experience (TX) strategies. “Government organizations are continuing to modernize legacy IT and invest in initiatives that improve access to digital services as constituents increasingly demand experiences that are equivalent to online […]
EU businesses fined over 830m euros for GDPR violations in 2022
As of December 2022 companies based in the EU paid a total of €2.83 billion in 1,401 cases for violating various data protection laws. Out of that, GDPR fines in 2022 total €832 million, which is 36% lower than the €1.3 billion paid in 2021. However, according to the latest data analysed by Atlas VPN last […]
Contact Centre Summit: Your key to success in 2023 – Register today!
There’s a complimentary guest pass reserved for you to attend the Contact Centre Summit on 24 – 25th April – join your fellow professionals and leading suppliers at the Radisson Hotel and Conference Centre London Heathrow. Your place is entirely free of charge, included will be: – An itinerary of pre-arranged meetings with suppliers based on […]
Business Decision Makers: Their CX concerns, and how to resolve them
By Dan Burkland, President at Five9 As the cost-of-living crisis forces customers to tighten their belts, effective and receptive customer service remains the key to maintaining success. Focusing on customer experience (CX), even through periods of economic instability, can increase a company’s profitability by up to 2% and shareholder return by up to 10%. Business leaders are now […]
Cybersecurity trends to watch out for in 2023
Tyler Moffitt, Senior Security Analyst, OpenText Security Solutions, talks about the impact of geopolitical tensions and inflation on cybersecurity and 3 other key trends that will impact the cyber and tech landscape in the coming year… Small-Medium Sized Businesses (SMBs) will need to do more with less and cyber resiliency will be more important than […]
Daktela enhances its automated chat functionality with Coworkers.ai acquisition
Daktela has acquired Coworkers.ai, with the technology set to be integrated into its software by the end of this year, enhancing the company’s existing chatbot capability and enabling businesses in the UK to deploy complex automated chat solutions in their customer communications. Coworkers.ai are intelligent virtual assistants that use contextual AI. This means they understand […]
Do you specialise in Agent Coaching & Monitoring 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 January we’re focusing on Agent Coaching & Monitoring. 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 […]
