VIRTUAL CONTACT CENTRE MONTH: Taking the Call from Anywhere: The rise of virtual contact centres
Physical contact centres, once the norm, are giving way to virtual contact centre solutions, offering greater flexibility, scalability, and cost-effectiveness. By embracing these solutions and related services, organisations are creating a seamless customer experience that transcends physical boundaries… The Advantages of Virtual Contact Centres: The Evolving Landscape of Virtual Contact Centres: As technology continues to advance, we can expect the way UK […]
Contact centres ‘facing a perfect storm of challenges’
A new report from MaxContact has unveiled what it calls the ‘stark realities facing UK contact centres in 2024’, with agents battling soaring workloads as the industry grapples with the emerging impact of AI technologies. The “2024 UK Contact Centre KPI Benchmarking Insights Report”, based on a survey of 500 contact centre leaders working in sales, debt […]
AI MONTH: Who are the best partners for elevating customer service using the power of AI?
AI (Artificial Intelligence) is emerging as a powerful tool for enhancing customer service. But with a plethora of AI solutions vying for attention, senior contact centre and customer service professionals face a complex decision – how to source the best fit for their specific needs? Here are our top tips to help you navigate the world of […]
Retailer customer service being undermined by failed delivery slots
A new study, carried out by post-purchase customer experience provider parcelLab and e-commerce customer care and fulfilment specialist Salesupply, highlights significant gaps in delivery reliability, tracking transparency and customer service automation for major UK retailers, as well as disappointing shipping fees. The UK’s Top 100 Retailers’ Post-Purchase Secrets Report 2024 reveals critical areas where retailers need to improve to enhance customer satisfaction and retention, with a […]
The ECCCSAs are open for entries!
The award-winning European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the European 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 and recognise organisations […]
What to expect at the Contact Centre & Customer Services Summit
The Contact Centre & Customer Services Summit which will provide you with a rare full working day of industry networking, learning and connection building – Will you be joining us? Taking place on 9th & 10th September at the Hilton, Deansgate Manchester, this unique event will give you the opportunity to meet with new suppliers who can help with your […]
If you specialise in Virtual Contact Centre 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 July we’re focusing on Virtual Contact Centre 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 […]
DOWNLOAD: 11-step guide to boost customer service from Freshworks
Use this guide to discover how an AI-powered omnichannel solution can automate and scale customer support. We know that customers expect fast, consistent support across channels. CX leaders, on the other hand, struggle with balancing agent workload and managing growing customer expectations. This step-by-step guide from Freshworks dives into how AI-powered automation helps you bridge […]
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 […]
