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 […]
Take your customer experience career to a new level with these excellent online courses
Our selection of online courses tailored specifically for the contact centre sector will enable you to both learn new skills and improve existing ones in 2023 and beyond – sign up today! These are specially-curated online courses designed to help you and your team improve expertise and learn new things. The Customer Services online learning […]
The Store Re-Imagined: 3 tips for delivering tomorrow’s retail experience today
By Alex MacPherson, Director of Solution Consultancy and Account Management, Manhattan Associates There are few in retail circles who would argue that the role of the Store is the same as it ever was. With the rate of change accelerating like never before, consumers are throwing new challenges at retailers faster than they can implement solutions. […]
European Contact Centre & Customer Service Awards (ECCCSA) 2022 – Winners are revealed!
Ukraine contact centre outsourcer Simply Contact was among the winners at the European Contact Centre & Customer Service Awards (ECCCSA) 2022, receiving a standing ovation for its Gold win in the Best Crisis Management Approach category. Germany’s Home Shopping Europe won Most Effective Deployment of Artificial Intelligence. The judges said “this was a very impressive bot […]
Handling dramatic surges in contact volume
Because time is precious and we know that our clients cannot always be there to answer the phone. Woven offer a host of tailored call handling services that enable businesses large and small to capture every opportunity. Our bureau service, Woven with You, provides a seamless extension of our clients business, allowing them to focus […]
