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 […]
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 […]
