Half of businesses yet to deploy AI to improve customer engagement
Data analysed by the customer experience specialist CX Network has found that over half (56%) of businesses have not implemented AI optimisation strategies to improve customer engagement. This is despite the fact that 42% of respondents agreed that automation was critical for delivering CX at scale, with 66% of customers expecting companies to understand their […]
If you specialise in Social Media solutions 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 May we’re focusing on Social Media solutions. 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 […]
FINAL CALL: Contact Centre & Customer Services Summit – Last chance to register!
The Contact Centre & Customer Services Summit takes place in just two weeks’ time and delegate places are nearly all gone – register to secure your meetings with leading industry suppliers… Date: 29th – 30th April Venue: London Heathrow Airport Clicke Here To Register Your pass is completely free, and includes: There are only 3 […]
CASE STUDY: One Nexus’ pledge to elevate customer service excellence – A year in review
In the dynamic world of the automotive industry, prioritising good customer service remains paramount for businesses. Recognising this, One Nexus embarked on a journey to elevate its customer experiences by implementing a strategic combination of partnerships and innovative solutions to streamline its business operations. Alan Glazier, the Commercial Director at One Nexus, explains the transformative […]
How to Choose the Best Automated Customer Service Solutions
Contact centres are turning to automation to capture valuable customer feedback and improve satisfaction scores. With the growth of automated customer service solutions, organisations now have access to advanced tools that help collect insights, analyse customer sentiment and improve service delivery. But with a wide range of Automated Customer Satisfaction (ACS) providers on offer, choosing the […]
Contact centre solutions: 2024 buying trends revealed
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring and top the list of solutions the UK’s leading industry professionals are sourcing in 2204, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 29th & 30th in London. Delegates […]
FINAL CALL: Contact Centre & Customer Services Summit – Last chance to register!
The Contact Centre & Customer Services Summit takes place in just two weeks’ time and delegate places are nearly all gone – register to secure your meetings with leading industry suppliers… Date: 29th – 30th April Venue: London Heathrow Airport Clicke Here To Register Your pass is completely free, and includes: A personalised 1-2-1 itinerary […]
How to Address Customer Complaints: 10 Top Tips
Automated Customer Satisfaction (ACS) systems are a valuable tool for businesses, offering insights into customer experience and helping teams understand where improvements are needed. However, when those insights reveal unhappy customers, organisations need an effective strategy for how to address customer complaints quickly and effectively. Here are some best practices, hints and tips for dealing with customer […]
Building a Customer Satisfaction Survey People Will Actually Respond To
Automated Customer Satisfaction (ACS) surveys offer a convenient way to collect real-time insights, helping businesses improve their offerings and build stronger customer relationships. A well-designed Customer Satisfaction Survey can provide valuable feedback that helps contact centres understand customer needs, improve service quality and identify opportunities for improvement. But crafting an effective ACS survey requires careful planning and […]
What to Look For When Introducing Automated Customer Service Tools to Contact Centres
Automated Customer Satisfaction (ACS) solutions are rapidly becoming a valuable tool for UK contact centres, helping them gather real-time feedback, improve customer experience (CX) and ultimately boost loyalty. As Automated Customer Service becomes increasingly important, organisations are using technology to streamline interactions, collect insights and deliver more personalised support. But how exactly do these solutions work, and […]