55% of UK contact centres expect lower live call volumes in 2019
The majority of contact centre operations expect their live inbound call volumes to decrease in 2019, according to a new study. The survey of over 200 contact centres undertaken by ContactBabel for its UK Contact Centre Decision-Makers’ Guide report also found that despite this expected drop, live telephony is still seen by businesses as the most […]
Puzzel improves position as a Challenger in Gartner’s Magic Quadrant
Puzzel has been positioned by Gartner as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the fourth consecutive year. The firm’s omni-channel, cloud-based contact centre solution is designed to support smaller enterprises with contact centre operations as well as global corporations with thousands of agents. In 2017 […]
UK insurance contact centres ‘battle 60% rise in call duration’
UK insurance companies expect to make significant investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres undertaken by ContactBabel shows that insurance operations expect their use of web chat to grow from 44% today to 94% by the beginning […]
INDUSTRY SPOTLIGHT: Advanced solution for outbound communication
Manual dialling, reaching engaged tones and answering machines, incorrect dialled numbers, waiting for customers to pick up – is an inefficient use of your agents’ time. The Enghouse Outbound Predictive Dialler is an outbound calling system that empowers agents through automated technology, which can quickly and easily detect busy signals, answer machines and disconnected numbers. […]
Your free ticket to this week’s exclusive industry party!
Don’t miss out on the party of the year! The Call Centre & Customer Services Christmas Party takes place this week (Wednesday, November 14th). Grab your FREE ticket today! When: Wednesday November 14th, 6pm-10pm Where: Dirty Martini: Minories, London Enjoy complimentary drinks and canapés, while networking with friends, colleagues and peers from across the call […]
SAVE THE DATE: Call Centre & Customer Services Summit – Spring 2019
Registration is now open for VIP delegate spaces and supplier stands at the Call Centre & Customer Services Summit, which takes place on April 8th& 9th2019 at the Radisson Blu Hotel, London Stansted. The Summit is a highly focused event that brings customer care professionals together for one-to-one business meetings, interactive seminars and valuable networking […]
INDUSTRY SPOTLIGHT: Jabra Engage 50 – Engineered to be the world’s best professional digital corded headset*
The intelligent headset for enhanced customer satisfaction. Digital sound for the clearest calls A unique, 3-microphone system with intelligent noise-cancellation filters out background noiseand breathing sounds, giving callers a superior experience.Stereosound and super wideband give vibrant, lifelike conversations – with the highest levels of hearing protection for agents. Reduce interruptions and enhance agents’ focus Multi-colour […]
Digital channel use gaining ground – and it’s not because of AI Chatbots
Use of digital channels by consumers to contact brands is gaining ground on more traditional methods, with email doubling and chat tripling among US consumers in 2018, according to a new study. However, the research by NICE inContact also found that use of “automated assistants” or chatbots by consumers for recent service interactions is still […]
AI customer service specialist Afiniti raises $130m, is valued at $1.6bn
AI in customer service is hot right now, as illustrated by the fact that Washington DC-based Afiniti just raised $130 million in Series D funding, valuing the company at a whopping $1.6 billion. Privately-held companies with a valuation of more than $1 billion are extremely rare, and it’s expected that the firm will complete an […]
GUEST BLOG: Autonomy by Automation
By Jonathan Sharp, Director, Britannic Technologies Technologies such as artificial intelligence (AI) and robotic processing automation (RPA) are disrupting the market. Businesses need to take ownership of the change in culture and invest in prioritising their employees’ learning and development, providing them with autonomy to do their jobs more effectively. For some the change is […]
