The AI-Agent Alliance – A powerful partnership for contact centre success
By Ardanis Today, 4.25 billion people worldwide actively use email, with 319.6 billion emails exchanged daily. Since the first email was sent in 1971, this method of communication has remained the most popular digital channel, accounting for 13.7% of all interactions (Contact Babel 2023)*. Consumers across all age groups appreciate the convenience of email, allowing them […]
Revealed: The most in-demand contact centre solutions for 2024/25
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring top the list of solutions the UK’s leading industry professionals are sourcing for 2024/25, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on September 9th & 10th in London. Delegates registering […]
KNOWLEDGE MANAGEMENT MONTH: Why knowledge management is a cornerstone of contact centre success
Knowledge management has emerged as a critical strategic asset. It involves capturing, organising, and sharing information to improve decision-making, enhance efficiency, and drive innovation. For organisations across all industries – not just contact centres – effective knowledge management is essential for achieving long-term success… The Benefits of Knowledge Management Knowledge Management in Contact Centres and Customer Service Contact centres are hubs of […]
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 […]
