How agents with deep domain knowledge enhance your customer relationships
By Pole To Win International Domain Knowledge is a concept long lauded as a fundamental of effective software development. From analysts to developers, the importance of product understanding is stressed as critical to every stage of developing and supporting software. However, the appreciation of domain knowledge benefits all industries and services. Domain knowledge isn’t unique […]
Network with peers at the Call Centre & Customer Services Summit
Join 65+ other senior professionals this spring at the Call Centre & Customer Services Summit – it takes place on April 23rd & 24th at the Radisson Blu Hotel, London Stansted. This highly-focused event will put you in touch with innovative new suppliers and solution providers, as well as giving you access to insightful seminar […]
Conversational customer relations to take centre stage in 2018?
New research for iAdvize indicates that conditions are ripe for so-called ‘conversational marketing’ to drive customer engagement across multiple industries in 2018. The term is used to describe the use of messaging apps (staffed by both real people and chatbots) by companies as a means of communicating with customers, as opposed to telephone and websites. iAdvize analysed […]
NEW REPORT: The Future Workforce – Leaders are you Listening?
Towards the end of last year, Kura and Inisoft teamed up with CCA Global to understand the motivations, challenges and perceived future of the contact centre industry from the advisors perspective. The CCA surveyed over 580 front-end advisors to get an accurate view of the contact centre across all sectors. We’re pleased to say a […]
Do you provide analytics 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 Match we’re focussing on Analytics. 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 Analytics solutions and […]
Unlock the secrets of AI at the Call Centre & Customer Services Summit
Register now for the Call Centre & Customer Services Summit and – as well as having the opportunity to meet innovative new suppliers and network with 65+ other senior call centre and customer service professionals – you’ll be able to attend a series of insightful seminar sessions. All for free! This highly-focused and unique two-day […]
GUEST BLOG: How to avoid the cost of a disgruntled customer
Customers are paramount to business success. Ensuring your business maintains customer satisfaction throughout the entire customer journey is a complex and important process, as the cost of getting it wrong and creating a disgruntled customer can be huge. Mandy Holford, director of customer services at Echo-U, a contact centre that delivers customer service on behalf of […]
GUEST BLOG: How outbound dialling can work for your company
Christian Thorsurd, product manager at telecommunications service provider, Puzzel, explains how outbound dialling can be used as a powerful outreach tool by embedding it into agent culture and the customer journey… Whatever way you look at it, traditional outbound dialling has received bad press over the years. From simple calls for contact list updating, surveys or […]
IMImobile & Forrester to host webinar “Chatbots & Customer Service Trends in 2018”
Businesses must transform their customer service strategies to meet the rising expectations of today’s digitally savvy customers. They face challenges such as the integration of mobile and digital communication channels into their existing contact centre infrastructure as well as building and deploying AI-powered chatbots to increase contact centre KPIs. On this webinar guest speaker Ian […]
Q&A: Five minutes with… Kirsty Ferguson, Premier CX
In a new regular feature, we talk to some of the leading suppliers to the call centre & customer services industry about trends, challenges and top Netflix shows. First up is Kirsty Ferguson, Executive Assistant to the Director of Sales at Premier CX… Tell us about your company, products and services… Premier CX is an […]
