Artificial Intelligence: friend or foe? Seven ways to turn your agents into superheroes
Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. Henry Jinman, Commercial Director of EBI.AI, explores 7 ways to turn your contact centre agents into superheroes using conversational AI. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives it’s time to […]
Mistakes employers make with Gen Z and how to avoid them
Generation Z are the cohort employers have least experience of, and so are at most risk of becoming disengaged in the workplace. According to research from Towergate Health & Protection, in 2018, on average 48% of employees left a role because it wasn’t what they thought it would be, this figure is even higher for […]
How hyper-personalised content is changing customer communication
By Michael Wright, CEO, Striata A raft of new technologies, many of which are easily integrated into existing channels, are changing the way organisations communicate with their customers. Chatbots, voice integration, and dynamic (, amongst others are at the forefront of this evolution. But organisations cannot simply implement these technologies and expect dramatic improvements in […]
This not a drill! Last chance to attend the Digital Customer Engagement Summit
We have just one free guest pass available for Digital Customer Engagement Summit next month. It takes place on October 15th at the Hilton London Canary Wharf and will allow you to: Meet with a series of innovative suppliers for pre-arranged, 1-2-1 meetings Attend seminar sessions hosted by industry thought-leaders Discuss challenges and opportunities with other […]
Cloud tech delivers ‘18% more customer satisfaction’
The findings of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark has shown that companies with all of their contact center technology in the cloud report 18 percent higher customer satisfaction (CSAT) based on service experience compared to companies with on-premises contact center technology. Furthermore, at 40 per cent, a significant portion of companies are very likely […]
SAVE THE DATE: Contact Centre & Customer Services Summit
The Contact Centre & Customer Services Summit takes place on April 27th & 28th 2020 – make sure you secure your place! This unique event will give you the opportunity to: Meet new suppliers for face-to-face meetings based on your requirements and projects. No hard sell guaranteed! Attend a series of insightful seminars. Network with […]
Do you specialise in Web Chat solutions? 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 October we’re focussing on Web 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 a supplier of Web […]
WEBINAR: Speech analytics with CallMiner and Ember Services
Identify and stop customer and agent dissatisfaction and trigger points for better business outcomes. Hear how through Speech Analytics you can develop a deeper understanding of positive (and negative) behaviours amongst your customers and employees. Join Ember Services and CallMiner 10 September, 2019 at 2:00 p.m. BST / 9:00 a.m. EDT to learn best practices […]
5 Minutes With… Kevin Morley, Crown Commercial Services
In the latest of our ongoing series of interviews with leading customer care professionals, we sat down with Kevin Morley, Deputy Director at Customer Service at Crown Commercial Services, to talk about industry trends, challenges and careers advice… Tell us a little bit about your career to date and what your current professional focus is? […]
Digital Customer Engagement Summit – Attend for free!
There’s a free VIP place reserved for you at the Digital Customer Engagement Summit – claim it today! 15 October 2019 – Hilton London Canary Wharf This unique event is entirely FREE for you to attend – simply reserve your place here for the opportunity to:- Source new innovative and budget-saving suppliers Learn from inspirational seminar sessions […]