Majority of customer data resides with IT teams
Seventy-eight percent of organisations report centralising customer data management within information technology (IT) teams, with a survey of 405 marketing leaders conducted in May and June 2023 finding 59% of them agreed with the statement that “our IT policies and/or strategy constrains our use of emerging technologies.” That’s from a new Gartner report, which asserts […]
Chat and Web Self-Service: Reshaping customer service strategies
Contact centres have long been the nexus between businesses and their customers. Historically reliant on voice-based interactions, these centres have undergone a significant transformation, driven by technological advancements and shifting customer preferences. Chief among these developments are chat and web self-service solutions. Here we delve into how these innovations have reshaped contact centres and modern […]
Contact Centre & Customer Services Summit: Registration now open for April’s essential event
Do you have an upcoming customer service project that you need help with? The Contact Centre & Customer Services Summit is a bespoke and highly targeted two-day event, where you can meet with a selection of suppliers, who can help with your upcoming plans and projects. 29th & 30th April 2024 Radisson Hotel & Conference […]
Contact Centre Standards Framework unveiled by CCMA
The CCMA (Call Centre Management Association) has launched a Contact Centre Standards Framework, designed to provide contact centres with a pathway to higher performance and operational excellence. It says the Framework will drive forward industry standards bat a time when the fast-paced business landscape means contact centre operations face continued pressure to deliver unparalleled customer […]
How to effectively implement Web Self-Service Chat
Web self-service chat solutions, increasingly powered by sophisticated AI, offer an exciting frontier for contact centres, enabling swift customer interactions and potential cost reductions. However, a hasty or ill-informed implementation can lead to customer frustration and missed opportunities. Here’s a guide to the crucial considerations for contact centre managers contemplating these solutions, as detailed by […]
Best practices for implementing Knowledge Management in contact centres
Knowledge management is pivotal for the operational efficiency of contact centres. An effective system ensures that agents have quick access to accurate information, leading to quicker call resolution, reduced wait times, and enhanced customer satisfaction. As UK contact centres strive to meet the ever-evolving demands of customers, here are some best practices to implement a […]
Contact & customer service centres: 2023/24 buying trends revealed
Artificial Intelligence, Agent Coaching & Monitoring and Call Centre Technology top the list of solutions the UK’s leading industry professionals are sourcing in 2023/24. The findings have been revealed following the recent Contact Centre & Customer Services Summit, which took place last week. Delegates registering to attend the event were asked which areas they needed […]
Generative AI set to ‘redefine’ customer experience offered by financial institutions
In the evolving world of financial services, where rapid adaptation to customer needs is paramount, generative AI (genAI) is quickly becoming a game-changer. Its prowess in generating customised content and solutions is redefining how financial institutions interact with their customers and optimises their internal operations. That’s according to analysts at GlobalData with Kiran Raj, Practice […]
SAVE THE DATE: Contact Centre & Customer Services Summit – April 2024
The next Contact Centre & Customer Services Summit takes place on April 29th & 30th 2024 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 […]
Do you specialise in Web Self Service/Chat 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 October we’re focusing on Web Self Service/Chat. 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 […]
