GUEST BLOG: Customer Service Management – It’s time to change the metrics
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre advisors still incentivised based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality. Get the customer off […]
Network your way to success at the Call Centre & Customer Services Summit
Would you like to join 65 other senior contact centre professionals for two days of learning and networking this April? The Call Centre & Customer Services Summit takes place 29 & 30 April 2019 at the Radisson Blu Hotel, London Stansted and will give you the opportunity to meet with peers , source cost-saving solutions and learn in educational […]
Top mistakes businesses make with AI in the Contact Centre – And how to avoid them
By Enghouse Interactive There is a great deal of discussion in the marketplace regarding robots and artificial intelligence (AI) and their future role in the contact centre. Much of this is hype. A lot of people are talking hypothetically about what robots might do in a customer service context. Fewer are using a truly AI-driven […]
CallMiner’s speech analytics recognised at Credit Excellence Awards
CallMiner and Cabot Credit Management won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018. The Credit Excellence Awards recognise organisations that work in a way that is likely to inspire others in the profession to deliver the best possible customer outcomes. The judges were impressed by the way Cabot uses CallMiner Eureka speech analytics […]
CX and contact centres: What will change in 2019?
By Peter Tetlow, Client Solutions Director at Ventrica In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling the customer experience (CX). However, this prediction missed one critical factor: the customer. With this in mind, Peter Tetlow, Client Solutions […]
Do you provide Analytics 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 February we’re focussing on Analytics 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 Analytics Solutions and […]
Meet all your call centre solutions in one place this April
Sourcing new suppliers can be tough and time consuming. But the Call Centre & Customer Services Summit enables you to do it all in one place, in two working days. 29 & 30 April 2019 – Radisson Blu Hotel, London Stansted This event will give you the opportunity to meet with innovative and budget-saving suppliers, face-to-face, […]
6 tips for improving contact centre performance
Customer experience might be one of the trickiest aspects of a company’s overall performance. If it isn’t done right, then your business runs the risk of losing both clientele and money, and of earning a bad reputation in the process. One environment in which quality customer experience matters most is your company’s contact centre. It […]
Semafone predicts Brexit boom and a Bitcoin bounce for 2019
Semafone is taking an optimistic view of the outlook for the technology industry in 2019. CEO Tim Critchley, Global Solutions Director Ben Rafferty and Head of Information Security Shane Lewis, share their top tech predictions for this year: 1) Brexit – the voice of the tech sector will prevail Our view is that the pre-Brexit fog will […]
Aspect Software to be acquired by Vector Capital
Aspect Software has entered into a definitive merger agreement to be acquired by Vector Capital, a private equity firm specialising in transformational investments in established technology businesses. Under the terms of the agreement, Vector Capital will invest more than $100 million of equity capital in Aspect’s business, which provides customer engagement, workforce optimisation, and self-service omni-channel […]
