Registration open for the Call Centre & Customer Services Summit
Register today for the next Call Centre & Customer Services Summit, which take place on September 16th & 17th in Manchester. This unique event, the second of 2019, will give you the opportunity to: Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard sell guaranteed! Attend a series of insightful […]
GUEST BLOG: What is Customer Experience?
Peter Tetlow, Client Solutions Director, Ventrica The contact centre industry is continually evolving. A few years ago we were in the Customer Management industry. Now we have evolved to be in the Customer Experience industry. On the face of it, this rebranding of the industry shows that we look at things from the customer’s point of view […]
IBM and Lenovo partner on blockchain-powered customer services
IBM is providing Lenovo’s Data Center Group with Cognitive and Blockchain-powered field service solutions in over 200 countries worldwide. The multi-year agreement continues to build on the IBM-Lenovo relationship that began in 2005. According to IBM research, more than $1 trillion is spent on 265 billion customer service calls each year industry-wide, with 50% of […]
Befriending The Robot: How To Build Meaningful Relationships Using AI
It goes without saying that implementing automation in the contact centre improves customer service efficiency, but how does it affect the quality of your company’s customer relationships? The depersonalising experience of being funnelled down an automated IVR can leave customers feeling undervalued, especially if they have to repeat information given in the queue when their […]
CXone AI updates unveiled by NICE
NICE inContact has confirmed the Spring 2019 release of NICE inContact CXone, which adds multiple AI-powered updates across the contact centre. CXone’s new AI capabilities span the entire customer and agent experience from: new AI self-service bot options, to new AI-infused forecasting and scheduling options to AI-powered interaction analytics that detect root cause issues of customer […]
Network your way to success at the Digital Customer Engagement Summit
Join an exclusive gathering of the UK’s leading customer care professionals at the Digital Customer Engagement Summit this October. This is a bespoke and highly-targeted event created specifically for senior customer service professionals like you. It is entirely FREE for you to attend. Simply register your place here. When: 15 October 2019 Where: Hilton Canary […]
SAVE THE DATE: Call Centre & Customer Services Summit
The next Call Centre & Customer Services Summit will take place on September 16th & 17th in Manchester – Secure your place today! This unique event, the second of 2019, will give you the opportunity to: Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard sell guaranteed! Attend a series […]
Do you specialise in Social Media for customer care? 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 May we’re focussing on Social Media 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 Social […]
Giosg Interaction Designer makes it easy for everyone to build and publish interactive content
Online customer engagement software provider Giosg introduces Interaction Designer, a new tool that enables companies to easily create and publish interactive content without coding. Users can build different interactive elements to engage and reach out to their website visitors or customers. “In such a dynamic and fast-paced world in order to succeed, businesses should be […]
Centralized or de-centralized WFM: 5 ways to strike the perfect balance
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Teleopti advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations… In the past, workforce planning was often managed by local teams out in the field. However, […]
