GUEST BLOG: Omni-channel – 3 ways to get there
By Synthetix The variety and choice of communication channels in recent years show no means of slowing down and keeping up with customers wanting to interact with you, over every conceivable medium is challenging, even to the biggest brands. To further complicate matters, each channel appears to need its own integration interface to be implemented […]
Thomas Cook adopts NICE Robotic Process Automation for customer experience
Thomas Cook has implemented the NICE Robotic Process Automation (RPA) solution for its UK operations, which it says has saved millions in operational costs over a 24-month period. The travel giant elected to adopt US-based NICE’s advanced process automation solution in order to meet the challenge of servicing both internal and external customers across various […]
GUEST BLOG: Ensuring the ROI of adding Artificial Intelligence
By IFS | mplsystems Adding artificial intelligence to the contact centre is an important decision that involves a significant investment of time, money, and resources. Because of this, when an organisation is ready to implement AI, it’s absolutely critical to identify how and when the new technology will deliver a return on investment. There are […]
GUEST BLOG: What skills do the agents of tomorrow need?
Agents in service and sales are often the first point of contact for customers and therefore, the face of the company. A satisfied customer is fundamental to the company’s success. The agent contributes significantly to this. The moment agents talk to customers is often a stress test for the relationship – either the company tries to sell […]
GUEST BLOG: Three challenges contact centres should have overcome by now, but have they?
By Synthetix Unlike the uncertainty surrounding Brexit negotiations, the last ten years’ advances in technology (and especially AI) has helped many leading brands turn their contact centres into profit centres by improving first contact resolution, decreasing agent burnout and making their customers happy. Technology has also changed customer expectations and customer experience can no longer […]
Do you specialise in call centre Training & Development? 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 September we’re focussing on call centre Training & Development. 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 […]
Kura becomes ‘largest independent outsourcer in the UK’
Kura has announced the acquisition of Parseq Limited’s contact centre division and Stellar UK Limited and in doing so says it has become the UK’s largest independent Outsourcer, employing around 3,000 people and with sales of £75m. These deals follow quickly on the heels of the announcement of a Joint Venture with Trident Investments based […]
GUEST BLOG: Creating an effective Knowledge Base
By Helen Thain, Content Manager, Adexchange The mind of a Contact Centre Manager is constantly whirring with ways to reduce agent workload whilst improving customer experience. An impossible task? I don’t think so. Behind every good agent is a solid and reliable Knowledge Base. An effective Knowledge Base, to help resolve customers simple and frequently occurring […]
GUEST BLOG: Most customers hate AI & chatbots for this reason…
By IFS | mplsystems There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions. Its versatility in expanding self-service options across channels, ability to capture robust customer insights, and efficiency in handling contacts make it a very attractive investment for contact centre leaders. Customers realise […]
Join us at the Call Centre & Customer Services Christmas Party!
Yes, we know it’s still officially the summer, but we’re already looking ahead to the Christmas party season – and we’d like to invite you to join us for an evening of networking and festive cheer! The Call Centre & Customer Services Christmas Party, sponsored by Ctalk – The Contact Centre System, will gather together […]