Contact Centre Masterclass: How to Turn AI into ROI and loyal customers
Advances in AI Automation through Conversational Artificial Intelligence are enabling companies to provide high quality customer service at scale while also helping call centres achieve significant cost savings. But the AI topic has been around for years so how do you actually achieve the promise of Conversational AI in your contact centre today? Join this […]
Decoding the metaverse for digital transformation leaders
The metaverse, a virtual world where users share experiences and interact in real-time within simulated scenarios, can reshape how companies and customers engage with products and services. However, concerns exist as new technologies necessitate hi-tech strategies and ways to establish confidence, says GlobalData, a leading data and analytics company. Kiran Raj, Principal Disruptive Tech Analyst at […]
Remote working has affected employers support the health and wellbeing of staff
Fifty-nine per cent of employers say that the change in working patterns to a more remote or hybrid approach has affected the way they support the health and wellbeing of staff, according to research from GRiD, the industry body for the group risk protection sector. Of those employers who stated that working patterns had affected […]
Last call for April’s Contact Centre & Customer Services Summit – Register today!
Time’s running out for you to 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 […]
Do you specialise in Automated Customer Satisfaction? 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 April we’re focusing on Automated Customer Satisfaction. 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 Automated […]
WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?
Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online! 84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture […]
In data we trust: Building customer confidence in a digital economy
By Richard Menear, CEO, Burning Tree In the modern, digital world, online shopping is becoming the norm within the retail market. Accelerated by the pandemic, the UK’s proportion of online retail sales soared to the highest on record, reaching 35.2% in January 2021. And with digitisation continuing to evolve the online shopping experience, it is unlikely that […]
Are you registered for next month’s Contact Centre & Customer Services Summit?
As a leading professional in the customer contact industry, we wanted to extend a personal invitation for you to join us at the upcoming Contact Centre & Customer Services Summit. 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, […]
Harnessing digital tech to enable personalised CX in 2022
By Brian Atkinson, Vice President and General Manager EMEA, Five9 These five trends outline why we can expect more companies to harness digital technologies in 2022 to enable smarter, more personalised customer experiences… 1 – Replacing legacy infrastructure with digital tech 2022 must see the complete uprooting of the ‘press 1’ tree of frustration that is […]
REPORT DOWNLOAD: Future proofing CX – How can organisations drive transformation effectively?
After surveying 360 senior leaders in Customer Experience (CX) as part of their research with Netcall, Davies are delighted to be able to share with you the findings in their new research report. Find out what CX leaders from financial services, NHS and local government have to say on what is driving, and blocking them, […]
