Contact & customer service centres: 2021 buying trends revealed
Agent Coaching & Monitoring, Training & Development and Artificial Intelligence top the list of solutions the UK’s leading contact centre and customer services professionals are sourcing in 2021. The findings have been revealed in the lead up to the Contact Centre & Customer Services Summit, which takes place on September 13th & 14th at the […]
INDUSTRY SPOTLIGHT: Transform your coaching with Stella Connect
With a majority of companies having fully or partially distributed workforces, keeping agents engaged and performing at their best is more important than ever. Stella Connect offers near real-time visibility into agent performance with integrated coaching workflows to drive agent improvement. With response rates of up to 50% and near real-time feedback streams, team leaders […]
Learn from the best at the Contact Centre & Customer Services Summit
Here are two of the seminar sessions that you can enjoy next month at the Contact Centre & Customer Services Summit… 13th & 14th September – The Queens Hotel, Leeds “Happiness of Being You” Presented by: Danny Bent, Motivational Speaker Listen to Danny’s unique and sometimes unconventional ways to fill your work and home life […]
Do you specialise in Knowledge Management solutions? 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 September we’re focusing on Knowledge Management 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 of Knowledge […]
80% of global organisations expect breaches of customer records
Trend Micro and the Ponemon Institute have revealed the findings of a study which discovered that 86% of global organisations expect to suffer a cyber attack in the next 12 months. The findings come from Trend Micro’s biannual Cyber Risk Index (CRI) report, which measures the gap between respondents’ cybersecurity preparedness versus their likelihood of […]
Contact centre agents face increased workload, says research
More than half of contact centers (55%) experienced a higher volume of customer interactions over the last 12 months, just outpacing an increase in contact complexity (47%). That’s according to results of a survey commissioned by Five9 and conducted by the International Customer Management Institute (ICMI) exploring the current state and future of work in the contact […]
Are you ready for next month’s Contact Centre & Customer Services Summit?
The Contact Centre & Customer Services Summit takes place on the 13th & 14th September at the Queens Hotel, Leeds. 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 itinerary) – Overnight accommodation at the venue – free of charge – […]
Text messaging is changing the way we communicate
By mGage Long ago, when streets still had pay phones, and every home had a landline, software programmer Neil Papworth sent the first text message. The date was December 3, 1992. Two decades later, around 23 billion SMS messages are sent daily around the world[1], both from person to person and through mobile engagement providers. In […]
2021 Gartner Magic Quadrant for the CRM Customer Engagement Center Freshworks is a Visionary Again!
By Freshworks Gartner 2021 Magic Quadrant on the CRM Customer Service Center has recognized Freshworks as a ’Visionary’ for our cloud-based omnichannel customer service platform, Freshdesk. This is our sixth consecutive year on the quadrant and the second time as its ONLY Visionary. We believe that this recognition underlines our success in helping customers establish […]
Customer experience solutions: 2021 buying trends revealed
Agent Coaching & Monitoring, Customer Insight and Staff Incentives top the list of solutions the UK’s leading customer experience professionals are sourcing in 2021. The findings have been revealed following the recent virtual Contact Centre & Customer Experience Summit, which took place on July 6th & 7th. Delegates registering to attend the event were asked […]