UK boards must take more responsibility for customer experience – Research
Customer experience is largely perceived as a strategic issue and one that should be driven at board level, with measurement of CX varying wildly within key industry verticals. That’s according to research conducted by Gobeyond Partners, which surveyed over 450 managers and above across retail and wholesale, financial services and banking, private healthcare, and insurance, finding that 86% of […]
INDUSTRY SPOTLIGHT: ContactOne
At ContactOne we believe in creating more successful conversations by using true multi-channel / omni-channel engagements that enable business-to-consumer (B2C) organisations to communicate with their customers via the customers’ channel of choice. Customers want to engage with a contact centre through their media of choice without unnecessary repetition of previous conversation elements…just one conversation across […]
TTEC announces new contract win with Volkswagen, opens Leeds contact centre
TTEC Holdings has announced a new contract win with Volkswagen Group UK, which includes the Audi, ŠKODA, SEAT, Volkswagen Passenger Cars and Volkswagen Commercial Vehicles brands, along with a new contact centre in Leeds to expand UK operations in TTEC’s European network. The deal is part of Volkswagen Group UK’s five-year digitalisation plan which aims […]
Here’s why you need to be at the Security IT Summit
Register today for the Security IT Summit – It’s FREE for you to attend and could help you reduce your expenditure by matching you up with innovative suppliers who match your requirements. You will be joining just 60 other senior professionals who are attending the event to network, learn and forge new business relationships. Register […]
Here’s what comes with your complimentary Contact Centre & Customer Services Summit pass
We have a free guest place reserved for you at the Contact Centre & Customer Services Summit – find out what you could discover at this unique two-day event. 27 & 28 April – Radisson Blu, London Stansted This unique event is entirely FREE for you to attend – simply RSVP here. Source new innovative […]
What’s on your CX agenda for 2020?
From hyper-personalisation to voice search, Nali Giliana, Vice President of Digital Experience at OpenText, shares his customer experience predictions for 2020… Hyper-personalisation driven by data democratisation 2020 will be the year of hyper-personalisation across the consumer journey. The implementation of data democratisation strategies will be one of the main focal points for marketers in 2020. This […]
Brexit ‘to widen tech gap between agile businesses and those that will struggle’
British business leaders do not believe their companies are fully up to speed with developing technologies – with only around half (53%) saying they are fully utilising their technology advantage to win business, run efficient systems and attract the best talent, according to research from ThoughtWorks. With businesses concerned about how Brexit could have an […]
If you’re selling to Generation Z, pick up the phone
A survey of British shoppers has found that a majority of people prefer to talk on the phone rather than go online to get more information about complex purchases. Perhaps most surprising of all, more 16-24 year olds (32%) prefer to pick up the phone to discuss a purchase than 35-44 year olds (24%). This […]
Contact Centre & Customer Services Summit – What you need to know
Are you free on April 27th & 28th? Would like to join us at the Contact Centre & Customer Services Summit? This is a bespoke and highly-targeted two-day event created specifically for senior contact centre professionals like you. It is entirely FREE for you to attend. Simply register your place here. When: 27 & 28 […]
Do you specialise in Analytics for Contact Centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focussing on Analytics 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 Analytics solutions […]
