WEB SELF-SERVICE MONTH: Tracking the evolution of a game changer for contact centres
The rise of digital media revolutionised customer service, and web self-service has been a key driver of this transformation. As technology has advanced, so too have the capabilities of web self-service tools, offering customers increasingly sophisticated ways to resolve their issues and find the information they need… Early Web Self-Service: Initially, web self-service was limited to basic FAQs and contact […]
Your own personal cloud contact centre with BeInContact
Customer support and effective communication are the lifeblood of every successful business and organisation. That’s why BeCloud, Omnichannel Contact Centre Solution provider, created BeInContact: a fully cloud-based solution helping you empower and seamlessly manage every aspect of your Customer Experience. With BeInContact, you can consolidate all communication channels into a single platform, while unlocking new channels to enhance your Contact Centre with innovative and exclusive features. […]
Getting Ahead of the Festive Rush: Key strategies for a successful peak season
As the calendar inches closer to the festive season, businesses across the retail and ecommerce landscape brace themselves for the inevitable surge in activity. The weeks between Black Friday and Christmas have long been the defining period of the year for many retailers, often representing the difference between a successful year and one of missed […]
Revealed: The most in-demand CX solutions for 2024/25
Customer Journey Management, Customer Insights and Customer Satisfaction top the list of solutions the UK’s customer experience professionals are sourcing for 2024/25, according to our exclusive research. The findings have been revealed ahead of the CX Solutions Summit, which takes place on October 17th in London. Delegates registering to attend the event are asked which […]
Expand your mind and your network at the CX Solutions Summit
Join us in October at the CX Solutions Summit, where top speakers such as Gareth Bray from Premier CX will be sharing their experience and knowledge – We have only 5 delegate places left! 17th of October Hilton London Canary Wharf Your pass is completely complimentary – ⭐ Book online here ⭐ This free event provides an opportunity for you to source the solutions you […]
Transforming CX: 7 AI-powered features to enhance your customer experience
By Opus Technology In today’s competitive business landscape, transforming a contact centre into a profit-generating powerhouse is no easy feat. With increasing pressure to enhance customer experience and streamline operations, the integration of AI and innovative technology is proving to be a game-changer. Customers now demand faster, more efficient service. Research highlights that 92% of […]
If you specialise in Web Self Service/Chat 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 October we’re focusing on Web Self Service/Chat 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 […]
The AI-Agent Alliance – A powerful partnership for contact centre success
By Ardanis Today, 4.25 billion people worldwide actively use email, with 319.6 billion emails exchanged daily. Since the first email was sent in 1971, this method of communication has remained the most popular digital channel, accounting for 13.7% of all interactions (Contact Babel 2023)*. Consumers across all age groups appreciate the convenience of email, allowing them […]
Revealed: The most in-demand contact centre solutions for 2024/25
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring top the list of solutions the UK’s leading industry professionals are sourcing for 2024/25, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on September 9th & 10th in London. Delegates registering […]
KNOWLEDGE MANAGEMENT MONTH: Why knowledge management is a cornerstone of contact centre success
Knowledge management has emerged as a critical strategic asset. It involves capturing, organising, and sharing information to improve decision-making, enhance efficiency, and drive innovation. For organisations across all industries – not just contact centres – effective knowledge management is essential for achieving long-term success… The Benefits of Knowledge Management Knowledge Management in Contact Centres and Customer Service Contact centres are hubs of […]
