Tech set to ease CX frustrations in 2020
Three key issues – taking advantage of Conversational User Interfaces, ensuring effective customer Journey Analytics, and addressing the impact of Peak Voice with augmented solutions – will become even more critical in 2020 if brands are to become more consistent in delivering brilliant customer experiences, says Sabio Group’s Chief Innovation Officer, Stuart Dorman… More and more […]
Top 3 predictions for contact centres in 2020
Rapid change in the contact industry may seem overwhelming but a great place to start 2020 is with people, partners and technology. That’s the message from Puzzel‘s Thomas Rødseth as we welcome in a new decade… With so much happening in the contact centre world, the thought of planning ahead can be daunting and 2019 […]
Woven: AI will change way businesses interact with their customers forever
In an era where technology is becoming a more significant enabler, new opportunities are being created for all of us to enrich our lives. In the world of business, this allows companies an opportunity to deliver a level of customer service that until now has not been possible. But it also brings into sharper focus […]
Can you afford to miss the Smarter Payments Summit?
The Smarter Payments Summit is a unique one-day event which allows senior retail and payment transaction professionals from the UK’s biggest brands to meet with innovative and competitive suppliers to the industry. These meetings are pre-arranged and based on mutual interest, meaning there’s no time wasted – and there’s no hard sell. It is free […]
Do you provide Agent Coaching & Monitoring solutions? 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 January we’re focussing on Agent Coaching & Monitoring 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 […]
Your reservation at the Contact Centre & Customer Services Summit
We have a complimentary guest place reserved for you at the Contact Centre & Customer Services Summit. Can you join us? 27 & 28 April – Radisson Blu Hotel, London Stansted This unique event is entirely FREE for you to attend – simply reserve your place here for the opportunity to:- Source new innovative and budget-saving […]
TTEC win 2 top awards at the 2019 ECCCSAs
TTEC has won 2 awards in recognition of delivering customer experience excellence at the European Contact Centre & Customer Service Awards (ECCCSAs), held in London. TTEC Krakow was awarded the prestigious “Outsourced Contact Centre of the Year” for the best outsourced European centre with an efficient and effective customer and colleague focused operation. In addition, […]
Millennials and Gen Zs ‘driving digital-first customer experience’
The third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark has detailed how understanding younger generations’ use of and expectations around next-generation solutions like artificial intelligence (AI) and digital channels are fundamental to building exceptional, best-in-class customer experiences. As Millennials and Generation Z become dominant consumer groups, with Generation Z purchasing already reaching an estimated $100 […]
AWARDS: The ECCCSA winners revealed
The European Contact Centre and Customer Service Awards, now in its 19th year and hosted by boxing legend Frank Bruno (pictured, above), has recognised companies including Ageas, Gousto, Microsoft, Sberbank, Sky, Teledirect Europe and Teleperformance amongst its winners for 2019. Teleperformance had a great night picking up Best Pan-European Contact Centre, with its Greek operation […]
Take your place at the Contact Centre & Customer Services Summit
If you’re free on April 27th & 28th join us at the Contact Centre & Customer Services Summit – It will be the best two days you spend out of the office next year. 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 […]
