TTEC win 2 top awards at the 2019 ECCCSAs
TTEC has won 2 awards in recognition of delivering customer experience excellence at the European Contact Centre & Customer Service Awards (ECCCSAs), held in London. TTEC Krakow was awarded the prestigious “Outsourced Contact Centre of the Year” for the best outsourced European centre with an efficient and effective customer and colleague focused operation. In addition, […]
Millennials and Gen Zs ‘driving digital-first customer experience’
The third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark has detailed how understanding younger generations’ use of and expectations around next-generation solutions like artificial intelligence (AI) and digital channels are fundamental to building exceptional, best-in-class customer experiences. As Millennials and Generation Z become dominant consumer groups, with Generation Z purchasing already reaching an estimated $100 […]
AWARDS: The ECCCSA winners revealed
The European Contact Centre and Customer Service Awards, now in its 19th year and hosted by boxing legend Frank Bruno (pictured, above), has recognised companies including Ageas, Gousto, Microsoft, Sberbank, Sky, Teledirect Europe and Teleperformance amongst its winners for 2019. Teleperformance had a great night picking up Best Pan-European Contact Centre, with its Greek operation […]
Take your place at the Contact Centre & Customer Services Summit
If you’re free on April 27th & 28th join us at the Contact Centre & Customer Services Summit – It will be the best two days you spend out of the office next year. This is a bespoke and highly-targeted two-day event created specifically for senior contact centre professionals like you. It is entirely FREE for you to […]
Security IT Summit returns for summer 2020
Registration is now open for the summer 2020 Security IT Summit – don’t miss out on your free place! Register for your complimentary guest place today. Our Approach Taking place on June 30th 2020 at the Hilton London Canary Wharf, the Security IT Summit allows senior professionals to share forward-thinking ideas, meet new partners and discover […]
TTEC and livePerson form strategic partnership to fuel AI-powered digital transformation for enterprises
TTEC Holdings and LivePerson have announced a strategic partnership to redefine the customer experience with digital engagement, messaging and AI-driven automation. The TTEC-LivePerson partnership brings together two customer experience pioneers to help brands improve NPS and CSAT while also reducing friction and accelerating customer experience and digital transformation. It enables conversational commerce, which gives consumers a way to […]
80% of business leaders say Robotic Process Automation improves customer service
NICE has revealed insights from a commissioned study conducted by Forrester Consulting that shows the connection between improved customer service and Robotic Process Automation (RPA). The findings indicated that 80 percent of business leaders surveyed felt RPA is important in making customer service teams more efficient. RPA is not only a key component of a broader digital […]
British businesses battle sophisticated security threats with old tools and misplaced spend
Only a quarter (25%) of business leaders across EMEA are confident in their current cybersecurity practices. That’s according to a study commissioned by VMware in partnership with Forbes Insights, which shows UK businesses are trapped in a routine of spending without adequately assessing the needs of their organisation. Three quarters (78%) of business and IT security leaders believe the cybersecurity solutions […]
Your pass for the Contact Centre & Customer Services Summit awaits
Are you free on April 27th & 28th and would like to be our guest at the Contact Centre & Customer Services Summit? This is a bespoke and highly-targeted two-day event created specifically for senior contact centre professionals like you. It is entirely FREE for you to attend. Simply register your place here. When: 27 & 28 April 2020 Where: Radisson Blu […]
Do you specialise in CRM for contact 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 December we’re focussing on CRM 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 CRM solutions […]