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 […]
November is Display Boards 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 November we’re focusing on Display Board 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 […]
Personalising the EV Experience: The key to boosting sales targets
As the growth of Electric Vehicles (EV) sales to private consumers begins to plateau, automotive manufacturers face an uphill challenge. With the target for EVs to comprise 22% of total sales this year and an ambitious goal of 80% zero emission new cars in 2030, what strategies can Original Equipment Manufacturers (OEMs) adopt? Amelia Iredale, […]
RCS messaging predicted to make inroads following iOS adoption
Rich Communication Services (RCS) traffic will quadruple over the next five years as data from tech analyst Omdia shows RCS Application to Person (A2P) and Person to Person (P2P) traffic will increase from 1.5 trillion messages this year to more than 6 trillion messages in 2029. As a result, A2P RCS will generate revenues of […]
SAVE THE DATE: Contact Centre & Customer Services Summit – April 2025
The next Contact Centre & Customer Services Summit takes place on April 28th & 29th 2025 at the Radisson Hotel & Conference Centre London Heathrow – Register as a delegate 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)– […]
Digital Identity Wallets gaining traction, say analysts
At least 500 million smartphone users will be regularly making verifiable claims using a digital identity wallet (DIW) by 2026. Identity verification (IDV) in the form of a user taking a picture of their identity document and a selfie is commonly used today for all kinds of customer interactions, especially in banking and financial services. […]
WEB SELF-SERVICE MONTH: Tracking the evolution of a game changer for contact centres
The rise of digital media revolutionised customer service, and web self-service has been a key driver of this transformation. As technology has advanced, so too have the capabilities of web self-service tools, offering customers increasingly sophisticated ways to resolve their issues and find the information they need… Early Web Self-Service: Initially, web self-service was limited to basic FAQs and contact […]
Your own personal cloud contact centre with BeInContact
Customer support and effective communication are the lifeblood of every successful business and organisation. That’s why BeCloud, Omnichannel Contact Centre Solution provider, created BeInContact: a fully cloud-based solution helping you empower and seamlessly manage every aspect of your Customer Experience. With BeInContact, you can consolidate all communication channels into a single platform, while unlocking new channels to enhance your Contact Centre with innovative and exclusive features. […]
Getting Ahead of the Festive Rush: Key strategies for a successful peak season
As the calendar inches closer to the festive season, businesses across the retail and ecommerce landscape brace themselves for the inevitable surge in activity. The weeks between Black Friday and Christmas have long been the defining period of the year for many retailers, often representing the difference between a successful year and one of missed […]
