Technology ‘increases employee inclusion’ in hybrid work
In a world where 60% of employees say a hybrid work model is their ideal work arrangement, only three in ten (30%) strongly agree that their organisation provides them with the necessary technology to collaborate equally and inclusively from anywhere. That’s according to Jabra’s 2022 edition of the Hybrid Ways of Working Global Report, carried […]
Register now for September’s Contact Centre & Customer Services Summit
Following on from April’s successful event, we’d like to invite you to our 2nd annual Contact Centre & Customer Services Summit taking place on the 12th & 13th of September at the Radisson Blu Hotel, Manchester Airport. This intimate two-day event allows you to explore the latest insights and innovations. As a professional within this industry your place […]
A third of workers think their jobs are at risk from automation
New research has found that one in three (37%) employees consider their current job to be at risk from automation and digital transformation. HR software provider CIPHR has compiled a list of the occupations that are the most and least likely to be replaced by technology or machines, based on the results of a survey […]
OPINION: A new era of customer service for brands
By Eric Leboeuf, Director of Strategic Channel Partnerships at Infobip The pandemic has altered the customer experience landscape indefinitely. Consumers are demanding, unforgiving and know what they want – and contact centres have transformed how they operate in tandem. As the world migrated from offices to home and ‘Zoom’ became 2020’s most prevalent eponym, a new […]
SAVE THE DATE: Contact Centre & Customer Services Summit – September 2022
The next Contact Centre & Customer Services Summit takes place on September 12th & 13th 2022 at the Radisson Blu Manchester Airport. Your complimentary pass includes: – A corporate “speed-dating” itinerary of one-to-one meetings with solution providers – A seat at our industry seminar sessions (included within your itinerary) – Overnight accommodation at the venue – free of charge – […]
Do you specialise in Social Media? 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. 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 Social Media […]
DOWNLOAD: The UK Contact Centre Decision-Makers’ Guide 2022
The UK Contact Centre Decision-Makers’ Guide 2022 is a deep dive into the largest and most comprehensive study of the UK contact centre industry. This report reflects a full comprehensive facts and hard data about every aspect of UK customer experience management, technology, and strategy, this report will arm you with the best tips to […]
74% of brands think they’re providing good or excellent personalised experiences – consumers disagree
Research has revealed a trust gap between UK brands and consumers – while 74% of companies state they do personalisation well, less than half of consumers (42%) agree. Despite this, both parties agree that personalisation is key to increasing brand loyalty, with UK customers spending 43% more on their products when engagement is personalised. And […]
Contact Centre & Customer Services Summit – Final delegate places released
You can still secure a place at the upcoming Contact Centre & Customer Services Summit – delegate attendance is free to qualified contact centre industry professionals. Unlike large expo’s, this intimate, hassle-free event allows you to build beneficial business relationships with suppliers that match your current project/business requirements. No hard sell, just a chance to meet […]
REPORT DOWNLOAD: The FCA’s new Consumer Duty
The number of customers turning to social media platforms to express their grievances reportedly tripled between 2017 and 2020 It is vital that organisations expand their use of social media channels to deliver a more effective customer experience. However, with the FCA’s new Consumer Duty regulation replacing Treating Customers Fairly, there is now an even […]
