Rediscovering the customer in automotive go-to-market strategies
Automotive OEMs’ plans to create an ‘Apple-style’ customer purchase experience have, so far, been largely unsuccessful. A single price with no negotiation may appear customer-centric but the actual vehicle research, buying and ownership experience is far more than this. What is the optimal digital and physical customer journey? What is the best approach to positioning […]
Two-thirds of public would prefer companies didn’t use AI for customer service
Sixty-four percent of customers would prefer that companies didn’t use artificial intelligence (AI) in their customer service. That’s according to a survey by Gartner, which found that 53% of customers would consider switching to a competitor if they found out a company was going to use AI for customer service. A Gartner survey of 5,728 […]
Unlock a range of benefits at the Contact Centre & Customer Services Summit
This unique networking event will allow you to meet with leading suppliers in a relaxed and intimate setting, to discuss your upcoming contact centre business projects. Date & Venue: 9th & 10th September – Hilton, Deansgate Manchester Benefits of attending include: – An itinerary, designed by you, of one-to-one meetings with solution providers – A seat […]
If you specialise in Contact Centre Training & Development 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 August we’re focusing on Training & Development 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 […]
VIRTUAL CONTACT CENTRE MONTH: The importance of fostering staff wellbeing and engagement
Virtual contact centres offer flexibility and cost advantages, but ensuring a positive employee experience for remote agents is paramount. As remote work becomes the norm, virtual contact centre providers are increasingly focusing on solutions that not only enhance customer service, but also foster a thriving and engaged workforce… Working from home offers numerous benefits, including a better work-life […]
VIRTUAL CONTACT CENTRE MONTH: Taking the Call from Anywhere: The rise of virtual contact centres
Physical contact centres, once the norm, are giving way to virtual contact centre solutions, offering greater flexibility, scalability, and cost-effectiveness. By embracing these solutions and related services, organisations are creating a seamless customer experience that transcends physical boundaries… The Advantages of Virtual Contact Centres: The Evolving Landscape of Virtual Contact Centres: As technology continues to advance, we can expect the way UK […]
Contact centres ‘facing a perfect storm of challenges’
A new report from MaxContact has unveiled what it calls the ‘stark realities facing UK contact centres in 2024’, with agents battling soaring workloads as the industry grapples with the emerging impact of AI technologies. The “2024 UK Contact Centre KPI Benchmarking Insights Report”, based on a survey of 500 contact centre leaders working in sales, debt […]
AI MONTH: Who are the best partners for elevating customer service using the power of AI?
AI (Artificial Intelligence) is emerging as a powerful tool for enhancing customer service. But with a plethora of AI solutions vying for attention, senior contact centre and customer service professionals face a complex decision – how to source the best fit for their specific needs? Here are our top tips to help you navigate the world of […]
Retailer customer service being undermined by failed delivery slots
A new study, carried out by post-purchase customer experience provider parcelLab and e-commerce customer care and fulfilment specialist Salesupply, highlights significant gaps in delivery reliability, tracking transparency and customer service automation for major UK retailers, as well as disappointing shipping fees. The UK’s Top 100 Retailers’ Post-Purchase Secrets Report 2024 reveals critical areas where retailers need to improve to enhance customer satisfaction and retention, with a […]
The ECCCSAs are open for entries!
The award-winning European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the European customer contact industry. The programme recognises organisations across Europe that are leading the way in delivering exceptional service to customers. The awards are highly regarded for its robust judging process and recognise organisations […]
