80% of business leaders say Robotic Process Automation improves customer service
NICE has revealed insights from a commissioned study conducted by Forrester Consulting that shows the connection between improved customer service and Robotic Process Automation (RPA). The findings indicated that 80 percent of business leaders surveyed felt RPA is important in making customer service teams more efficient. RPA is not only a key component of a broader digital […]
British businesses battle sophisticated security threats with old tools and misplaced spend
Only a quarter (25%) of business leaders across EMEA are confident in their current cybersecurity practices. That’s according to a study commissioned by VMware in partnership with Forbes Insights, which shows UK businesses are trapped in a routine of spending without adequately assessing the needs of their organisation. Three quarters (78%) of business and IT security leaders believe the cybersecurity solutions […]
Your pass for the Contact Centre & Customer Services Summit awaits
Are you free on April 27th & 28th and would like to be our guest 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 April 2020 Where: Radisson Blu […]
Do you specialise in CRM 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 December we’re focussing on CRM 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 CRM solutions […]
Sainsbury’s, M&S and more back Purple Tuesday customer service initiative
Sainsbury’s, M&S and Blakemore Retail are joining hundreds of other retailers today (12 November) to improve the customer experience for disabled people by supporting Purple Tuesday. Multiple shopping centres, including Bluewater and Intu, are also participating. Westfield is taking Purple Tuesday international with shopping centres in Germany, Czech Republic, Slovakia and Poland making commitments for better customer service for disabled people. New […]
Contact Centre Automation: Best Practices for 2020
By TTEC With the digitisation of contact centre operations, the status quo is being upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are literally changing the face of customer care. However, just because you can automate something in the contact centre doesn’t mean you should. To know which tasks to […]
WHITE PAPER: How AI Improves Customer Experience
By CallMiner Artificial intelligence is being used in many ways to improve customer experience, and innovative new use cases are emerging all the time. Enterprises must reimagine their operations, with automation and AI at the center of their strategy. This paper provides an overview of artificial intelligence, explains how AI fits into the spectrum of […]
17 years at the heart of the contact centre community – Here’s why
The Contact Centre & Customer Services Summit returns in 2020 – its 17th year of providing the sector with a unique event that brings the industry together for two focused days. The Summit takes place twice a year, with the 2020 events scheduled for:- 27 & 28 April – Radisson Blu Hotel, London Stansted 14 […]
SAVE THE DATE: Digital Customer Engagement Summit
After a huge successful debut the Digital Customer Engagement Summit will return in 2020! The Summit covers all areas of digital customer engagement – from AI applications to secure payment solutions; business intelligence solutions to self service; predictive routing technology to voice analytics technology. The next instalment will place on October 13th 2020 at the Hilton […]
Do you specialise in Display Boards 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 November we’re focussing on Display Board 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 Display […]