INDUSTRY SPOTLIGHT: The benefits of offshore outsourcing
We live in a connected global village and businesses are expanding their search for expertise beyond their country’s borders to benefit from global business services. Offshore outsourcing benefits businesses by allowing them to relocate office jobs to countries with lower labor costs but equal expertise, like South Africa. Benefits of offshore outsourcing Reduce capital costs […]
Digital Customer Engagement Summit: Final call for delegates
Are you free on the 20th October? The Digital Customer Engagement Summit (in London) is an exclusive invitation-only event – which brings together senior digital customer and UX professionals. There are only TWO places remaining – book here. Your attendance is entirely free and includes: A personalised itinerary of relaxed 1-2-1 meetings with industry solution providers to help with […]
Do you specialise in Display Boards 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 November we’re focusing on Display Boards. 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 Display Boards […]
The #6 benefits of outsourcing
By Woven #1 Reducing cost is probably the obvious reason why businesses outsource their customer contact centre, but there are many more incredibly valuable benefits of partnering with a specialist outsourced contact centre provider. So, what are they? #2 Trained Staff Always Ready and Available Outsourcing provides trained professionals right at your fingertips. It takes […]
Less than 10% of CFOs plan to decrease customer service spending in the next year
Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner. Twenty-one percent plan to increase customer spending and 72% to maintain spending, despite economic pressures. “In response to inflation, supply chain disruptions, and a tight labor market, CFOs […]
The Cloud – Debunking the myth
Cloud technology is not just for big business. While the costs, including implementation, may have pushed cloud solutions out of the investment scope of many small to medium sized companies in the past, that is no longer the case. Cloud technologies are now ubiquitous and affordable. The flexibility and cost model provides businesses of any […]
Consumers judge brands based on customer service, but contact centre employees aren’t being empowered
Both consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on whether consumers stay loyal to a brand. And a vast majority (88%) of contact center managers also agree that brand perception directly impacts overall company revenue. When positive customer experience (CX) interactions boost loyalty, revenue follows. Calabrio has […]
Short waiting times ‘more important than choice of channels’ when it comes to customer service
Short waiting times and quick resolution of their query are the two most important elements of customer service for consumers, according to new research. When asked what they believe are the three main components of a good customer service conversation, as part of FM Outsource’s Make Every Conversation Count report, the vast majority of people […]
Contact & customer service centres: 2022/23 buying trends revealed
Artificial Intelligence, Call Centre Technology and Customer Experience Surveys top the list of solutions the UK’s leading industry professionals are sourcing in 2022/23. The findings have been revealed following the recent Contact Centre & Customer Services Summit, which took pace earlier this month. Delegates registering to attend the event were asked which areas they needed […]
Do you specialise in Web Self Service/Chat 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 October we’re focusing on Web Self Service/Chat. 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 Web […]
