Register today for the inaugural Digital Customer Engagement Summit
The Digital Customer Engagement Summit – One day, everything you need to optimise your digital customer engagement strategies. The Summit will cover all areas of digital customer engagement – from AI applications to secure payment solutions; business intelligence solutions to self service; predictive routing technology to voice analytics technology. It takes place on October 15th at […]
Call Centre & Customer Services Summit – Don’t miss out!
Time’s running out to claim your free VIP place at the Call Centre & Customer Services Summit, which takes place on April 29th & 30th. Simply click here to register. This unique event takes place at the Radisson Blu Hotel, London Stansted. The Summit will give you access to innovative and budget-saving suppliers for a series of […]
CASE STUDY: Argos ‘Sales Through Service’ for Live Chat Agent
By Ember Group Like many retailers Argos is aware of the competitive nature of its business and came to Ember for assistance in maximising value in customer conversations using a ‘Sales Through Service’ approach. The project was focused on ensuring that contact centre teams speaking to customers over the telephone and via website ‘Live Chat’ […]
4 reasons you need live chat today
The implementation of live chat, chatbots and virtual assistants has grown exponentially. In fact, it has become the most popular channel for adults, with 75% saying they prefer queries to be handled via live chat. We, at giosg, have put together a few key reasons why you should implement live chat today: Efficiency! Live chat […]
Claim your free ticket to the Call Centre & Customer Services Summit
There’s a free VIP place reserved for you at the upcoming Call Centre & Customer Services Summit on April 29th & 30th. You can claim yours by clicking here. This unique event takes place at the Radisson Blu Hotel, London Stansted. The Summit will give you access to innovative and budget-saving suppliers for a series […]
GUEST BLOG: What role will Chatbots play in 2020?
Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to serve customers and agents. Colin Hay at Puzzel takes a closer look at the top three uses for Chatbots… This time last year, Gartner predicted that Virtual Customer Assistants (VCAs) or Chatbots will dominate the […]
Introducing the Digital Customer Engagement Summit
The Digital Customer Engagement Summit is a brand new, one-day event from the people behind the industry-leading Call Centre & Customer Services Summit. Acknowledging a need in the market for a focused event, the Summit will cover all areas of digital customer engagement – from AI applications to secure payment solutions; business intelligence solutions to […]
GUEST BLOG: Taking call centre analytics to the next level
It’s not just your customers that are making more demands of you; so are your competitors. You need to be able to get business-wide insight in real-time just to keep up. Is your analytics suite up to the task? Geoff Land, Managing Director of Infinity CCS, investigates… In a complex environment such as a modern contact […]
Tourism customer service praised as bank performance highlighted
Average customer satisfaction for the tourism sector remains above the UK average in the latest UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service, but the country’s banks have had mixed performances highlighted in separate data published by the government. A score of 80.3 out of 100 for the tourism sector in […]
Semafone reshuffles pack ahead of US expansion
Semafone has appointed Gary E. Barnett to the role of CEO, replacing Tim Critchley who had been in the position since 2009, as the company prepares to expand its presence in the U.S. market. Barnett is recognised as an authority on contact center (CC) and unified communications (UC) technologies and solutions. With a 30-year track […]