AI MONTH: From Simple Chatbots to Intelligent Assistants: The rise of AI in UK contact centres
Customer service is undergoing a revolution driven by Artificial Intelligence (AI). Contact centres and customer service teams are rapidly adopting AI solutions, transforming the way they interact with customers. Let’s delve into this evolution and explore how AI is likely to further reshape the future of customer service in the UK… From Answering Machines to Conversational AI: […]
AI increasing playing support role in contact centres
New research from Talkdesk indicates that amid surging inbound call volumes in 2023, AI is helping organisations improve speed to answer and maintain service levels. The proprietary global data from its Global Contact Center Key Performance Indicator (KPI) Benchmarking report — gathered from across a wide range of industries, company sizes, and locations in 2023 […]
SOCIAL MEDIA MONTH: Understanding your needs to find the best solutions
Social media has become an undeniable customer service battleground. While the potential for positive interactions is vast, navigating the ever-evolving social media landscape can be daunting. The key? Finding the right Social Media Solutions Provider to empower your team and elevate your customer service game. Here are some top tips to help you source the perfect partner… Understanding Your Needs: […]
CALL FOR SPEAKERS: Share your thoughts on today’s biggest customer experience issues
If you’re a contact centre and customer experience professional and would like to share your knowledge, case studies and best practice with peers, then please get in touch – we have speaking opportunities upcoming at the CX Solutions Summit this October. This long-running and unique, invite-only event is attended by senior customer service professionals and […]
Enter the ECCCSAs today: The greatest awards programme in the customer contact industry
In its 24th year, the European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the customer contact industry. The programme recognises organisations across Europe that are leading the way in delivering exceptional service to customers. The awards are highly regarded for its robust judging process, the ECCCSAs […]
VIDEO: What to expect at the Contact Centre & Customer Services Summit
The Contact Centre & Customer Services Summit is a bespoke and highly targeted event, where you can meet with a selection of top suppliers, who can help with your upcoming plans and projects, alongside opportunities to network with peers & attend educational seminars! Watch our short attendee experience video, taken from the point of view of a fellow buyer, to […]
If you specialise in Artificial Intelligence 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 June we’re focusing on Artificial Intelligence 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 […]
Demand for cloud-based contact centres to hit $86.4bn this decade
The Cloud-based Contact Center Market is projected to grow from $6.2 billion in 2024 to $86.4 billion by 2029, equivalent to a compound annual growth rate (CAGR) of 26.9%, driven by demand for omnichannel communication, support for remote workforce enablement and faster adoption of AI/automation. That’s according to a new report by MarketsandMarkets, which also […]
SOCIAL MEDIA MONTH: Moving beyond Tweets and Likes for improved customer experience
In the not-so-distant past, contact centres were phone-centric battlegrounds, leaving social media interactions as an afterthought. However, the market for social media solutions in the contact centre have undergone a dramatic evolution, transforming how brands connect with customers and shaping the future of customer experience (CX). Let’s explore this exciting shift and how it’s likely to further revolutionise CX… From […]
AUTOMATED CUSTOMER SATISFACTION: Where do we go from here?
As we have been exploring, gauging customer satisfaction is crucial for improving service quality and fostering loyalty. Automated customer satisfaction (ACS) solutions have become a mainstay, but their potential is far from tapped. Here’s how we can expect ACS solutions to evolve in the coming years… From Tick-Box Surveys to Real-Time Sentiment Analysis Current ACS […]
