Balancing economics with environmental concerns in the world of customer service
Can businesses react to the current economic landscape and ‘do more with less’, while still minimising environmental impact, accelerating growth and delivering excellent customer service? We asked Tony Lorentzen (pictured), Nuance’s SVP of Intelligent Engagement… How are modern technologies transforming the customer experience, especially within call centres? Despite many consumers today preferring to communicate with […]
5 Minutes With… Jay Patel VP & GM, Webex CPaaS at Cisco
In the latest instalment of our contact centre industry executive interview series we spoke to Jay Patel, VP & GM at Webex CPaaS at Cisco, about the firm’s latest technologies, keeping up with changes in customer behaviour and the opportunities that presents, and the rise and rise of conversational commerce… Tell us about your company, products, […]
The implications of AI and ChatGPT on customer experience
The impact of ChatGPT on the business technology world has generated a lot of buzz, but does the reality live up to the hype? And what does it really mean for the future of work, customer experience, and Communications Platform-as-a-Service (CPaaS) solutions? For years, technology experts have been discussing the growing prominence of large language […]
Do you specialise in Social Media 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 May we’re focusing on Social Media. 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 Social Media […]
Contact Centre & Customer Services Summit: Final call for delegates!
With just over a week to go, there’s still time to grab the last free delegate places to the Contact Centre & Customer Services Summit, which takes place on 24th-25th April at London Heathrow. Are you able to make it? Your complimentary place includes; an itinerary of pre-arranged meetings with innovative, budget-saving solution providers, insightful […]
Are you frustrated by the lack of collaboration between the big tech companies and their workplace technology?
By Rob Quickenden, CTO, Cisilion Well, all that is about to change when it comes to workplace collaboration. Microsoft might dominate with Microsoft 365 and Teams, but there are still many companies that have huge investments in other meeting platform technology like Cisco Webex and Zoom. For years Cisco dominated enterprise video, but since the […]
Traditional comms still trumping omnichannel in most businesses
Traditional communication methods are still the popular with three quarters (76%) of businesses using Email and three-fifths (59%) using SMS, but only 7% of UK businesses are using digital messaging apps. The ongoing cost-of-living crisis has set a gloomy tone for consumersacross the country. Whilst customers tighten their pockets, businesses are looking for ways to […]
Chat apps driving the conversation when it comes to customer engagement
New research has revealed an apparent growing trend towards conversational experiences for customer communications, with chat apps such as WhatsApp Business Platform and social media channels such as Instagram driving the trend. Infobip analysis shows that traditional channels like SMS still play an important role for time-sensitive messages, two-factor authentication, and one-time passwords. But when […]
Majority of UK businesses still ill-equipped for a hybrid working future according to new survey
UK businesses are firmly committed to a flexible working future but the majority are still in the planning stage of their hybrid working projects, according to a new industry survey of contact centre industry professionals. 102 UK Contact Centre Directors and Managers took part in the online “How successfully has your contact centre embraced hybrid […]
Forum Events & Media doubles down on excellence with expanded leadership team
Forum Events & Media, home of the Contact Centre & Customer Services Summit and the Digital Customer Engagement Summit, and Fleet Summit, continues to grow in 2023 with the launch of a new Business Development department, which will strengthen the company’s existing portfolio of events while also enabling it to branch out into new sectors. […]