Is on-screen clutter getting in the way of good customer service?
Contact centres are still wasting precious time on administration instead of servicing customers. Colin Hay, VP Sales at Puzzel UK, believes the answer is, quite literally, staring you in the face. Here are 5 tips for improving the customer experience using the latest agent desktop applications… Automating business processes and providing a clearer view of what really matters certainly makes […]
Digital Customer Engagement Summit – Activate your ticket!
There’s a free VIP place reserved for you at this autumn’s Digital Customer Engagement Summit on October 15th. This unique event takes place at the Hilton Canary Wharf, London. Can you confirm you will be joining us? The Summit will give you access to innovative and budget-saving suppliers for a series of pre-arranged, face-to-face meetings […]
Do you specialise in AI 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 June we’re focussing on Artificial Intelligence. 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 Artificial Intelligence […]
AI key to customer service, but performance overrated
Sixty-three per cent of contact centre leaders agree that chatbots and virtual assistants make it easier for consumers to get their issues resolved. That’s according to findings of the second annual NICE inContact CX Transformation Benchmark, a global research study that gauges the changing attitudes of both industry professionals and consumers. NICE inContact polled contact […]
EDF to use Capgemini’s Odigo CCaaS platform
EDF Energy is to use a Contact-Center-as-a-Service (CCaaS) offering from Odigo, Capgemini’s cloud contact centre solutions brand. The project is part of a customer experience transformation initiative being undertaken by EDF Energy to optimise the service it delivers to its 3 million customers. Odigo will replace the existing on-premise contact centre platform with a cloud-native solution, […]
Stay ahead of the curve at the Digital Customer Engagement Summit
The UK’s leading customer care professionals will be gathering at the Digital Customer Engagement Summit this October – will you be among them? It is entirely FREE for you to attend. Simply register your place here. When: 15 October 2019 Where: Hilton Canary Wharf, London Format: Corporate ‘speed-dating’. As our VIP guest, you will be […]
Registration open for the Call Centre & Customer Services Summit
Register today for the next Call Centre & Customer Services Summit, which take place on September 16th & 17th in Manchester. This unique event, the second of 2019, 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 […]
GUEST BLOG: What is Customer Experience?
Peter Tetlow, Client Solutions Director, Ventrica The contact centre industry is continually evolving. A few years ago we were in the Customer Management industry. Now we have evolved to be in the Customer Experience industry. On the face of it, this rebranding of the industry shows that we look at things from the customer’s point of view […]
IBM and Lenovo partner on blockchain-powered customer services
IBM is providing Lenovo’s Data Center Group with Cognitive and Blockchain-powered field service solutions in over 200 countries worldwide. The multi-year agreement continues to build on the IBM-Lenovo relationship that began in 2005. According to IBM research, more than $1 trillion is spent on 265 billion customer service calls each year industry-wide, with 50% of […]
Befriending The Robot: How To Build Meaningful Relationships Using AI
It goes without saying that implementing automation in the contact centre improves customer service efficiency, but how does it affect the quality of your company’s customer relationships? The depersonalising experience of being funnelled down an automated IVR can leave customers feeling undervalued, especially if they have to repeat information given in the queue when their […]