Your Guide to Gen AI: Unlocking customer satisfaction with AI chatbots
In the latest update from our partners Freshworks, we take a look at this handy guide to implementing AI into your customer service strategy. Freshworks will be speaking at the upcoming Contact Centre and Customer Services Summit. This guide covers key areas where generative AI chatbots can reduce the burden on your service teams, allowing agents […]
RESEARCH: Only 14% of customer service issues are fully resolved in self-service
Only 14% of customer service and support issues are fully resolved in self-service – even for issues that customers describe as “very simple”, only 36% resolve fully in self-service. While many organizations have made considerable investments in self-service capabilities, a Gartner survey of 5,728 customers conducted in December 2023 revealed that resolution rates remain low. “While […]
The Importance of a consultative approach for OEMs
Customer experience can make or break a brand relationship: 48% of customers have switched brands for better customer service, and 94% say good customer service makes them more likely to make another purchase. Within the automotive industry globally, brand loyalty is changing at an unprecedented pace – with the latest figures revealing customer loyalty figures range from 43% to 86% of […]
Overcoming the fear of AI in the contact centre
By Ardanis As AI continues to transform the landscape of contact centres, it brings with it both opportunities and challenges. One significant challenge is the mitigation of customer concerns surrounding the use of AI. While AI promises to enhance and improve customer satisfaction, it also raises real concerns. The loss of human touch in customer […]
Network with CX peers from these leading brands next week
Can you make the date to join us at the Contact Centre & Customer Services Summit – you’ll be able to network with peers, meet with leading suppliers & enjoy a series of seminar sessions – There are only 3 free places remaining! 9th & 10th September | Hilton, Deansgate Manchester As a contact centre professional, you can attend for FREE, […]
If you specialise in Contact Centre Knowledge Management solutions we want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September we’re focusing on Knowledge Management solutions. 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 […]
DOWNLOAD: Navigating the AI seascape
AI has been a hot topic of conversation for the past 18 months, and the discussions around it continue to evolve. However, determining the best ways to deploy AI in the contact centre and maximise its benefits remains a challenge, even for the most advanced organisations. This CCMA research, supported by Route 101, offers a deep dive for […]
Are these the 20 most influential CX leaders in financial services?
In the rapidly changing financial services sector, where technology and customer expectations are in constant flux, delivering an outstanding customer experience is vital. Financial institutions must provide smooth, personalized, and empathetic interactions to maintain their reputation and achieve success. With that in mind, the customer experience experts at CX Network have highlighted a list of the financial sectors’ […]
TRAINING & DEVELOPMENT MONTH: The challenges and benefits of agent training
The importance of comprehensive contact centre staff training cannot be overstated. It’s the cornerstone of delivering exceptional customer service and driving business growth. However, implementing effective training programs presents its own set of challenges. This article explores the key considerations for navigating this critical area… The Benefits of Effective Contact Centre Training The Challenges of Contact Centre Training […]
VIRTUAL CONTACT CENTRE MONTH: Define your needs, choose the best solutions
Selecting the right virtual contact centre (VCC) solution is pivotal to delivering exceptional customer experiences. With a plethora of options available, making informed decisions can be challenging. Here are some key considerations to help you source trusted VCC solutions… Define Your Contact Centre Needs Prioritise Key Features Evaluate Providers Thoroughly Build Strong Partnerships Embrace Emerging Trends By following […]
