Less than 10% of CFOs plan to decrease customer service spending in the next year
Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner. Twenty-one percent plan to increase customer spending and 72% to maintain spending, despite economic pressures. “In response to inflation, supply chain disruptions, and a tight labor market, CFOs […]
The Cloud – Debunking the myth
Cloud technology is not just for big business. While the costs, including implementation, may have pushed cloud solutions out of the investment scope of many small to medium sized companies in the past, that is no longer the case. Cloud technologies are now ubiquitous and affordable. The flexibility and cost model provides businesses of any […]
Consumers judge brands based on customer service, but contact centre employees aren’t being empowered
Both consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on whether consumers stay loyal to a brand. And a vast majority (88%) of contact center managers also agree that brand perception directly impacts overall company revenue. When positive customer experience (CX) interactions boost loyalty, revenue follows. Calabrio has […]
Short waiting times ‘more important than choice of channels’ when it comes to customer service
Short waiting times and quick resolution of their query are the two most important elements of customer service for consumers, according to new research. When asked what they believe are the three main components of a good customer service conversation, as part of FM Outsource’s Make Every Conversation Count report, the vast majority of people […]
Contact & customer service centres: 2022/23 buying trends revealed
Artificial Intelligence, Call Centre Technology and Customer Experience Surveys top the list of solutions the UK’s leading industry professionals are sourcing in 2022/23. The findings have been revealed following the recent Contact Centre & Customer Services Summit, which took pace earlier this month. Delegates registering to attend the event were asked which areas they needed […]
Do you specialise in Web Self Service/Chat 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 October we’re focusing on Web Self Service/Chat. 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 Web […]
SAVE THE DATE: Contact Centre & Customer Services Summit – April 2023
The next Contact Centre & Customer Services Summit takes place on April 24th & 25th 2023 at the Radisson Hotel & Conference Cenre, London Heathrow. 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 […]
CCaaS demand to push market to $19.8bn by 2031
The Contact Center as a Service (CCaaS) market was worth $4.3 billion in 2021, and is estimated to reach $19.8 billion by 2031, growing at a CAGR of 16.8% between 2022 and 2031. That’s according to a new report published by Allied Market Research, Contact Center as a Service (CCaaS) Market, which says the automatic call distribution […]
Business intelligence to support a post-pandemic mindset
The ‘management versus employee’ battle on WFH continues – but have managers recognised why hybrid working has become such a problem? Without face-to-face interaction, remote workers have far less trust in the information provided by distant colleagues – or distant business partners/ suppliers/ customers. And that is leading to a breakdown in relationships across the […]
The benefits of live chat on your website
Live chat used to be a “nice to have” service offering, Today, more than 41% of customers expect live chat on your website and more than half of all customers prefer to chat with someone in real-time and online. It gives customers a way to reach you at the exact moment that they have questions or problems they can’t […]
