Tech giants exploring possibilities of the metaverse for customer experience
Capgemini and Unity have joined forces to help organisations explore and seize business opportunities and benefits of immersive and metaverse experiences across industries. Unity, a specialist in real-time 3D and immersive experiences, will enhance Capgemini’s capabilities from customer and employee experience (CX/EX) strategy and design to front-end development and integration. With its global footprint, its deep industry […]
Getting to know you: Paula Constant, Woven CEO
With a creative workforce, tech know-how and a bespoke approach, Woven is transforming customer-services. We caught up with CEO Paula Constant to find out more about the secrets of the company’s success… Woven is on a mission to deliver excellent customer service. They provide a range of premium companies with bespoke people- and technology led […]
Places filling up fast at next month’s Contact Centre & Customer Services Summit
Demand is sky high for delegate places at the Contact Centre & Customer Services Summit, which is taking place in Manchester next month – don’t miss out! Your pass is entirely free and allows you to meet with a range of suppliers that can support your current challenges and upcoming projects. Plus, you can enjoy free […]
CX pros focused on AI & automation investments
Talkdesk’s The Future of AI 2022: Progressing AI Maturity in the Contact Center report indicates that despite consensus (85%) around the value of artificial intelligence (AI), companies are hedging their approach by continuing to invest, but curbing deeper deployments in the near-term due to challenges around organisational alignment, security, and gaps in talent. As customer […]
Microsoft unveils Digital Contact Center Platform
Microsoft says its new Digital Contact Center Platform will give users modern digital tools to engage customers across voice, video, and other digital engagement channels — powered by Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform and Nuance. The platform brings together a comprehensive yet flexible solution for contact centers, delivering best-in-class AI that powers […]
Third of subscribers cancel within the first 24 hours
Nearly one-third of all active churn happens in the first 24 hours – making this period a critical time for subscriber engagement and potentially causing a headache for those involved ion digital customer engagement. That’s according to the 2022 Subscription Performance Benchmark Report from Piano, which analyses customer behaviour in publisher subscription environments, based on proprietary data from […]
Do you specialise in Training & Development 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 August we’re focusing on Training & Development. 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 Training […]
Disabled customers not sharing personal circumstances with retailers and services
More than three-quarters of disabled consumers have not shared their support needs with businesses and organisations when accessing essential services, according to the latest research from Experian. Some 85% of disabled consumers and those with support needs said they had not explained to their bank or building society how they could be better supported when […]
In contact centres, every conversation matters. But what matters in every conversation?
By Sam Hill, VP of Growth, Infinity In an ideal world, contact centres would have the time, resources and tools available to analyse 100% of their agents’ conversations. Although there’s a difference of opinion in the industry about the levels at which quality monitoring should take place, the general rule is undeniable: a greater level […]
The benefits of introducing bots into your business
By Woven We live in a fascinating period where almost every day technology is becoming a more significant enabler in our lives. In business, the emergence of the combination of Artificial Intelligence and Process Automation (or as we now progressively know them, Bots or Virtual Agents) has created the scope to provide a level of service that simply wasn’t possible previously. Alongside that there is also a much sharper focus on the implications of failing to offer […]
