In contact centres, every conversation matters. But what matters in every conversation?
By Sam Hill, VP of Growth, Infinity In an ideal world, contact centres would have the time, resources and tools available to analyse 100% of their agents’ conversations. Although there’s a difference of opinion in the industry about the levels at which quality monitoring should take place, the general rule is undeniable: a greater level […]
The benefits of introducing bots into your business
By Woven We live in a fascinating period where almost every day technology is becoming a more significant enabler in our lives. In business, the emergence of the combination of Artificial Intelligence and Process Automation (or as we now progressively know them, Bots or Virtual Agents) has created the scope to provide a level of service that simply wasn’t possible previously. Alongside that there is also a much sharper focus on the implications of failing to offer […]
Secure your place at September’s Contact Centre & Customer Services Summit
Have you and your colleagues take up your complimentary places at the upcoming Contact Centre & Customer Services Summit Your pass is entirely free – and allows you to meet with a range of suppliers that can support your upcoming plans and projects. Plus, you can enjoy insightful and educational seminar sessions such as “Engaging […]
5 ways digital technology is improving the utility service experience
By Tony Corlett, Commercial Enterprise Client Director at Maintel The current utilities market has never faced greater competition or demands from regulators. However, adopting digital technology can significantly improve the overall utility service experience; from engaging and retaining customers, to adhering to regulation. It’s easy for organisations to be overwhelmed by the myriad of services […]
Do you specialise in Virtual Call/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 July we’re focusing on Virtual Call/Contact Centres. 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 Virtual […]
WEBINAR REWIND: Staff wellbeing and engagement in your contact centre: Why your business success depends on it
Don’t worry if you missed MaxContact’s recent webinar about why improving staff wellbeing and engagement is more important than ever to ensure business success in your contact centre – you can now watch the entire session on-demand. With 72%* of contact centre workers saying they are burnt out or facing burnout, and the ‘great resignation’ […]
Consumers want more self-service options
81 percent of consumers say they want more self-service options yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to them today whereas businesses believe 53 percent of consumers are very satisfied with their self-service. That’s according to the NICE 2022 Digital-First Customer Experience Report, which highlights significant gaps […]
Join the industry at the Contact Centre & Customer Services Summit this September
There’s a free place waiting for you at the Contact Centre & Customer Services Summit – As a professional in this field, the event is designed to give you the opportunity to network and create new business relationships. Here is what you need to know; When: 12th & 13th September Where: Radisson Blu Hotel, Manchester Airport Format: Corporate ‘speed-dating’. As […]
WEBINAR: Staff wellbeing and engagement in your contact centre: Why your business success depends on it
Join MaxContact and CX & EX expert Natalie Calvert as we discuss how improving staff wellbeing and engagement is more important than ever to ensure business success in your contact centre. With 72% of contact centre workers saying they are burnt out or facing burnout, and the ‘great resignation’ hitting the UK contact centre industry […]
Heralding the new age of the chatbot
By James Stokes, Enterprise Team Lead UKI, Infobip When people think ‘robot’ they may visualise a 1960s-style sci-fi creation, but today’s robots come in many forms. And although many of these may be invisible to consumers in the form of chatbots and automated services, they are forging the way for a new era of customer […]
