REPORT DOWNLOAD: Future proofing CX – How can organisations drive transformation effectively?
After surveying 360 senior leaders in Customer Experience (CX) as part of their research with Netcall, Davies are delighted to be able to share with you the findings in their new research report. Find out what CX leaders from financial services, NHS and local government have to say on what is driving, and blocking them, […]
Do you specialise in Call Centre Technology? 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 March we’re focusing on Call Centre Technology. 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 Call […]
Ransomware protection: Back up, don’t pay up
By Pritesh Parekh, Chief Trust & Security Officer, VP of Engineering at Delphix It’s hard to ignore the recent spate of ransomware attacks. For businesses all over the world, the problem is only getting bigger. It’s also getting more costly, with many feeling as if they have no choice but to pay up. When ransomware shut down the Colonial […]
National Apprenticeship Week: How to get involved
The ‘Build the Future’ theme returns for its second year, with over 1,200 events taking place across England to showcase the benefits of apprenticeships. The week aims to celebrate and promote the fantastic benefits which apprenticeships offer both learners and employers, spotlighting businesses who are investing in this life-changing education route. The government says apprentices are […]
Davies webinar session: Financial services organisations struggle to create a CX culture built to last – but why?
84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture that really puts the customer first? Davies has discovered that culture seems to be taking a backseat for most CX leaders, although we all know that […]
Learn from the best at the Contact Centre & Customer Services Summit
We only have a limited number of complimentary places left to attend the next Contact Centre & Customer Services Summit – Make sure you register for the opportunity to learn from some of the industry leading thinkers. The Radisson Hotel & Conference Centre, London Heathrow 25th & 26th April It is a great day to […]
Do you specialise in contact centre Analytics? 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 February we’re focusing on Analytics. 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 Analytics solutions and would […]
Talkdesk named a Leader in the 2021 Gartner Magic Quadrant for CCaaS
Talkdesk again named a Leader in the 2021 Gartner Magic Quadrant for CCaaS. We believe Talkdesk was positioned as a Leader based on our strong commitment to Gartner’s four pillars of great customer service, and our vision for analytics-driven engagements for both customers and employees. Download the report to learn what Gartner says about Talkdesk […]
UK National Contact Centre Awards open for 2022 nominations
Described as ‘incredible’ and ‘game changing’, the UK National Contact Centre Awards (UKNCCA) is the largest programme that recognises the amazing talent within the UK contact centre industry, with CCMA members benefiting from free entry. Contact centres across the UK are invited to recognise the outstanding work of their teams and individuals by nominating them […]
Personalisation should be harnessed for better customer communication in 2022
Paul Adams, Senior Director at cloud communications platform Twilio, has shared his 2022 predictions, drawing on observations in consumer behaviour and customer engagement over the pandemic… The increased use of first-party data to understand customers from small businesses “Historically, Netflix and Amazon have dominated the practice of personalisation by making use of first party data, […]