Unobvious things to prioritise in an outsourced contact centre
Outsourcing customer support is a strategic decision, but what should drive that choice? Many businesses focus on cost first, often comparing hourly rates. But the real question isn’t how much you pay per hour; it’s what you get for that investment. Cost per resolved issue is what truly matters. If inefficiencies slow down response times […]
LUNCH & LEARN SEMINAR: Faster, Smarter, More Cost-Effective Contact Centres
Looking for a scalable contact centre solution that delivers value fast? Migrating or implementing a cloud based contact centre doesn’t have to be complicated. Join us for an exclusive Lunch and Learn Seminar to explore how you can transform customer engagement – without the complexity. Date: 3rd April 2025Location: The Ned, The RWB Room, 6th Floor, 27 […]
ANALYTICS MONTH: Choosing solutions that will scale with your business and provide ROI
Data-driven decision-making is essential for contact centres looking to enhance customer experience, agent performance, and operational efficiency. With the rise of AI-powered analytics, real-time monitoring, and predictive insights, selecting the right analytics partner is crucial. However, with many providers offering a range of solutions, contact centre leaders must evaluate vendors based on scalability, integration, reporting capabilities, and cost-effectiveness. Here’s how delegates […]
Analytics demonstrate the transformative power of video for contact centres
Video has become the preferred media for consumers to get information (think YouTube, TikTok, Instagram etc) and is therefore a must-have medium for businesses to engage their customers. This trend is particularly evident in contact centres, where video content can significantly enhance customer experience (CX). Videos capture and retain audience attention more effectively than text-based […]
INDUSTRY SPOTLIGHT: Zoho Desk – Strike great customer service every time
At Zoho UK, we believe in working smarter, not harder. With over 90 million users and more than 50 apps under our belt, we’re all about making business life easier. Our tools help streamline workflows, boost productivity, and most importantly, keep your customers happy. If you’re leading a customer service team, you’ll love Zoho Desk. It’s […]
RSVP: Contact Centre & Customer Services Summit – April 2025
You’re invited to the unique and exclusive Contact Centre & Customer Services Summit this April – Secure your free delegate place today! Connect 1-on-1 with top-tier suppliers offering innovative solutions to elevate your business projects, listen to insightful seminars led by industry experts, connect with like-minded professionals, and explore future collaboration opportunities. DATE: 28th & 29th April 2025 VENUE: Radisson Hotel & […]
March 2025 is Technology 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 March we’re focusing on Technology 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 […]
NICE research highlights need to prioritise vulnerable customers
Despite growing awareness of consumer vulnerability in contact centres, a hidden crisis persists in the UK, with many individuals remaining unaware of their own vulnerable status, leaving them at greater risk as their circumstances change. According to the second annual customer vulnerability survey by NICE, 19% of UK consumers now identify as vulnerable, marking an increase of over one million […]
ANALYTICS MONTH: How to balance real-time & historical data for the best outcomes
A common challenge for customer service professionals is determining the right balance between real-time analytics and historical analytics. Each approach has its strengths, and an effective contact centre strategy must integrate both, as we outline below… Understanding Real-Time Analytics Real-time analytics processes data as it happens, offering immediate insights into customer interactions. This type of analytics is invaluable […]
ANALYTICS MONTH: 4 ways to generate actionable insights in the contact centre
Data analytics has long been an essential tool for contact centres looking to enhance customer experience (CX). While many organisations collect vast amounts of customer data, the real challenge lies in transforming it into actionable insights. By effectively leveraging analytics, contact centres can improve response times, personalise interactions, and increase customer satisfaction. Here’s 5 ways […]
