Introducing the Digital Customer Engagement Summit
The Digital Customer Engagement Summit is a brand new, one-day event from the people behind the industry-leading Call Centre & Customer Services Summit. Acknowledging a need in the market for a focused event, the Summit will cover all areas of digital customer engagement – from AI applications to secure payment solutions; business intelligence solutions to […]
GUEST BLOG: Taking call centre analytics to the next level
It’s not just your customers that are making more demands of you; so are your competitors. You need to be able to get business-wide insight in real-time just to keep up. Is your analytics suite up to the task? Geoff Land, Managing Director of Infinity CCS, investigates… In a complex environment such as a modern contact […]
Tourism customer service praised as bank performance highlighted
Average customer satisfaction for the tourism sector remains above the UK average in the latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, but the country’s banks have had mixed performances highlighted in separate data published by the government. A score of 80.3 out of 100 for the tourism sector in […]
Semafone reshuffles pack ahead of US expansion
Semafone has appointed Gary E. Barnett to the role of CEO, replacing Tim Critchley who had been in the position since 2009, as the company prepares to expand its presence in the U.S. market. Barnett is recognised as an authority on contact center (CC) and unified communications (UC) technologies and solutions. With a 30-year track […]
GUEST BLOG: IT and marketers working together will improve CX
For years, marketers have talked—and written—extensively about the disconnect between marketing and IT. Who should own email lists and sensitive data? Who should have access to the website CMS? Who should decide which marketing automation platforms to install? These are just a few of the questions that have plagued the marketing/IT debate. In 2019 however, […]
Do you provide Technology Solutions to call 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 March we’re focussing on new Technology. 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 tech to […]
Join BT, Igloo Energy, Virgin Media & more – your free VIP ticket
We are gathering together decision makers from today’s leading call centre and customer services operations for the Call Centre & Customer Services Summit, taking place on April 29th & 30th at the Radisson Blu Hotel, London Stansted. In addition to two days of business networking, you will get the latest insights and advice on trends […]
First Direct tops latest UK Customer Satisfaction Index
Banking provider First Direct has topped the UK Customer Satisfaction Index (UKCSI), with a customer satisfaction score of 86.7 (out of 100). The UKCSI, published today by The Institute of Customer Service, is produced twice a year and rates customer satisfaction at a national, sector and organisational level across 13 sectors – incorporating the views […]
NICE unveils global ‘Robotic Automation Community’
A new educational platform from NICE aims to provide resources and best practice sharing for customers, partners, system integrators and domain professionals across various industries. With over 550 deployments, 500,000 robots in production and 16 years of RPA experience, NICE says its automation community members now have access to insights on RPA and NEVA (NICE […]
INDUSTRY SPOTLIGHT: Simply Compliant
Fusion’s simple phone payment technology captures the small and medium contact centre market. The Threat Contact Centres taking telephone payments are under threat as Card Not Present (CNP) transactions become the main target for card criminals, as recognised in the latest PCI Security Standards Council guidance released in November last year. Introduction of the GDPR alongside […]
