Contact centre agents ‘proud’ to work in the sector, as work-life balance praised
New research has revealed high levels of agent satisfaction and work-life balance among contact centre employees, alongside clear opportunities to improve in areas such as career progression. The joint Calabrio and Get out of Wrap study surveyed 520 contact centre agents and showed the perception of industry roles has significantly evolved. In addition to the 70% who would recommend their jobs to others, nearly two-thirds (64%) said they are proud to work in […]
Raising the Standards in Contact Centres: A Vision for the Industry
By CCMA In today’s world, contact centres are more than just support hubs—they are the primary connection between customers and brands. Yet, despite their essential role, contact centres don’t always receive the recognition they deserve within organisations. I believe this is an area ripe for change, and raising standards across the industry will play a […]
December is CRM Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in December we’re focusing on CRM 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 supplier […]
European CCaaS market to hit $8bn by 2032
New research has pegged the European contact centre as a service (CCaaS) market at $1.79 billion in 2024, with CARG predicted to reach 20.7% for a market value of 8.03bn by 2032. CCaaS is a software model that lets businesses use a provider’s contact centre solution. It routes customer interactions to call center agents and […]
DISPLAY BOARD MONTH: Keeping track of those KPIs and visualising analytics
Display board solutions have become an integral tool for managing and enhancing productivity in contact centres. As contact centres handle ever higher volumes of customer interactions, senior managers are turning to solutions that provide real-time data, motivate teams, and streamline operations. Here’s an overview of the key trends, covering usage scenarios, technology, costs, and future […]
The Convenience Factor: Why social selling is crucial for the future of retail customer service
Success in ecommerce and retail today hinges on consumer convenience. It is fast becoming a powerful tool in the e-commerce industry, transforming the way businesses engage with their customers and increasing sales through social commerce. Being able to tap into social media networks and their platforms makes it a game-changer in the industry because of its […]
Contact Centre & Customer Services Summit – Secure your place at 2025’s essential industry event
There’s only one place to be next April and that’s the Contact Centre & Customer Services Summit – Register for one of our free delegate places today! 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 […]
Ransomware Recovery: The essential guide for businesses to protect their future
Conor O’Neill, CEO and Co-Founder at OnSecurity, explains why both new and established businesses should prioritise this essential security measure… Just this week, an annual report released by tech giant Microsoft found that the number of ransomware attacks has more than doubled over the last 12 months. The Digital Defence Report has found that financially […]
75% of consumers prefer talking to actual humans for customer service
New research has highlighted the continued importance of the human touch in CX, with three quarters of punters preferring to to a real human in-person or over the phone for customer support – which may indicate brands need to improve online customer support. The research from Five9 suggests that as upcoming events like holiday shopping […]
Jabra research highlights impact of audio on workplace wellbeing
According to research from Jabra’s, the role that audio plays on cognitive, emotional and physical wellbeing in the workplace cannot be undersold: Nearly three quarters (71%) of UK respondents say working in a loud environment makes them mentally tired, and that clear and high-quality sound enhances their ability to focus on tasks. The research was […]
