Join BA, Santander & The Hut Group at the Call Centre & Customer Services Summit
There have 65+ senior call centre and customer services professionals attending this autumn’s Call Centre & Customer Services Summit. It’s FREE to attend – would you like to join them? The Call Centre & Customer Services Summit is a unique two-day event that will give you the opportunity to meet new budget-saving suppliers, gain new […]
GUEST BLOG: Connecting customers with conversational Artificial Intelligence
Jonathan Sharp, Director, Britannic Technologies Artificial intelligence (AI) is not a new technology and has been around for a long time but Gartner is estimating that by 2022, 30% of customer service experiences will be handled by conversational agents. Companies need to develop strategies to harness the power of AI to digitally transform and automate […]
8×8 confirms general availability of X Series
Cloud comms specialist 8×8 has announced the general availability of its next-gen intelligent enterprise engagement system for customer and employee interactions, X Series. The solution is now available in the US and UK, with 8×8 asserting that it will help companies deploy a single cloud solution for voice, video conferencing, contact centre, team messaging and […]
Call Centre & Customer Services Summit – Secure your free place today
Your time is precious – and the Call Centre & Customer Services Summit is the solution to all your needs. Plus, you can attend the leading event for the customer care industry completely free of charge. The Summit takes place on September 17th & 18th at the Hilton Deansgate, giving call centre and customer service […]
12 point guide for contact centres struggling with GDPR
Semafone has created a guide for contact centres to help them comply with the EU General Data Protection Regulation (GDPR). The guide was compiled with the help of four industry experts specialising in data security, GDPR, and contact centre technology and offers practical advice summarised in a 12 step path to compliance. Semafone cites research from […]
GUEST BLOG: Why operators should be open to using flexible staff
Could a flexible workforce be right for your business? There are five key benefits for you to consider, says Coople… Matching and optimising your staffing levels to the business you are experiencing can be a challenge, especially when you need to maintain high standards throughout the customer experience. A flexible, adaptable workforce provides a solution. […]
Do you specialise in Virtual Call/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 August we’re focussing on Virtual Call/Contact Centres. It’s all part of our new ‘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 […]
RECOMMENDED: Cirrus – The CCaaS solution that makes managing contact effortless
At Cirrus we take the technology headache out of day-to-day contact centre operations, helping you take advantage of Artificial Intelligence (AI) and the latest omni-channel features, and manage your GDPR responsibilities. Cirrus is the CCaaS solution that makes managing contact effortless; saving you both money and time. In fact, it works so well, you can forget about […]
WHITEPAPER: Robots replace advisors – Fact or fiction?
80% of the cost in a contact centre is its unhappy agents. So if the burden can be reduced on them with AI, then you will also be able to reduce attrition costs, while boosting employee engagement and tenure. Unsure how to deploy chatbots and AI in the contact centre and of how they fit […]
GUEST BLOG: It’s not the technology – It’s the content!
By Suzy Hyatt, Adexchange Investing in new Contact Centre technology is essential – but if our customers struggle to use this technology, getting a return on investment can be difficult… So how do we make sure we get the most out of our technology? The simple answer is Content. Assuming the technology we’ve put in […]
