Amazon still top of UK customer satisfaction index
Amazon is still number one in the UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service. With a customer satisfaction score of 86.7 points (out of 100) this is the sixth consecutive time consumers have rated Amazon number one. Eight non-food retailers make up this year’s top 20, and the retail sector […]
Call Centre & Customer Services Summit – Save the date!
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 […]
GUEST BLOG: Superagents – 6 reasons to celebrate
Rather than fear robots taking over the contact center, Nick Smith at Teleopti says it’s time to harness the power of both worlds to improve the customer experience. Here he outlines six reasons to celebrate today’s superagents… You often hear about the struggle between man versus machine and robots taking over agents in the contact […]
RECOMMENDED: Social Media Management Services
As part of our focus on Social Media Management Services this month, we take a look at some solutions tailored with contact centres specifically in mind… Conversocial Customer care executives face a perpetually losing proposition: they are forced to choose between delivering great customer experience and the lowest cost to serve. The constraints of this […]
WHITEPAPER: Why omni-channel without unified desktops remains multi-channel mayhem
With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centres are trying, but failing, to modernise and deliver on the evolving expectations of today’s customers. For this paper, IFS-mplsystems have worked together with industry expert, Martin Hill-Wilson, to look at the barriers which […]
Data is not enough for better customer experiences: Use workflows to channel it where it’s needed
By Geoff Land, MD, Infinity CCS A few weeks ago, we looked at how important it is to develop a ‘Single Customer View’ of your data if you are to deliver a great customer experience. We saw how the arrival of GDPR gives companies an opportunity to catalogue their data to create such a view. […]
Network with your peers at the Call Centre & Customer Services Summit
You can attend the leading event for the customer care industry completely free of charge – sign up today! The Summit takes place on September 17th & 18th at the Hilton Deansgate, giving call centre and customer service professionals in the north of England the opportunity to source news suppliers and network with fellow professionals […]
Do you provide AI solutions into Call 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 July we’re focussing on Artificial Intelligence. 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 AI […]
GUEST BLOG: Elevating the role of self-service – 8 Top Tips
Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed of Puzzel explains more… The role of self-service is in a state of transformation as contact centre leaders look for smarter ways to meet customer demand and corporate business requirements. Research by ContactBabel indicates that […]
INDUSTRY SPOTLIGHT: Northern Ireland Customer Services
Northern Ireland has a track record of investment and reinvestment in the services sector over the last 20 years, growing from a small number of indigenous firms to nearly 40 international companies in customer services, shared services and IT services. Almost 75% of new investors in Northern Ireland reinvest – an incredible achievement for a […]
