GUEST BLOG: Elevating the role of self-service – 8 Top Tips
Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed of Puzzel explains more… The role of self-service is in a state of transformation as contact centre leaders look for smarter ways to meet customer demand and corporate business requirements. Research by ContactBabel indicates that […]
INDUSTRY SPOTLIGHT: Northern Ireland Customer Services
Northern Ireland has a track record of investment and reinvestment in the services sector over the last 20 years, growing from a small number of indigenous firms to nearly 40 international companies in customer services, shared services and IT services. Almost 75% of new investors in Northern Ireland reinvest – an incredible achievement for a […]
Call Centre & Customer Services Summit – All your needs in one place
The leading event for the customer care industry is heading to Manchester this autumn – and it’s totally free for you to attend. The Summit takes place on September 17th & 18th at the Hilton Deansgate, giving call centre and customer service professionals in the north of England the opportunity to source news suppliers in […]
TTEC makes waves with European expansion
TTEC has signalled its intentions in Europe and the wider EMEA region with new clients across the technology and manufacturing industries, key local exec appointments and the hiring of 50 new employees at its Sofia facility. The latter location is now providing multi-lingual on-call support with SLA compliance, service desk response, customer care and growth […]
Messaging+ a guide to new conversational customer service channels
Customer service experiences need to go beyond traditional channels like voice and email. Delivering conversational experiences and automated customer journeys over digital and mobile messaging channels will help to win, retain and serve customers. As conversational messaging will sit at the front of the contact centre, businesses need to be able to serve customers on […]
Omni-Agents – Fact of fiction?
As the great multi-skilling debate continues, Tommy Palomäki of Teleopti outlines the challenges and offers three tips for scheduling multi-skilled agents… Omnichannel has been a buzzword for a few years now as modern consumers demand a consistent, satisfying and effortless experience, every time, whatever the device or communications channel. On the one hand, this has […]
Do you provide Social Media Management Services to 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 June we’re focussing on Social Media solutions. 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 […]
GUEST BLOG: Is your data the key to delivering a better customer experience?
By Geoff Land, MD, Infinity CCS When looking at the challenges of delivering the type of multi-channel, digital customer experiences that are being demanded of businesses today, most CX professionals cite the current limitations of their technology, people, or processes. While it’s true that those are the challenges most companies encounter, these are generally expensive […]
Claim your VIP place at the Call Centre & Customer Services Summit
The leading event for the customer care industry is heading to Manchester this autumn – and it’s totally free for you to attend. The Summit takes place on September 17th & 18th at the Hilton Deansgate, giving call centre and customer service professionals in the north of England the opportunity to source news suppliers in […]
Infinity CCS partners with Connexica for GDPR compliance solutions
Infinity CCS has partnered with Connexica to offer an analytics suite that includes a Data Discovery and Management (DDAM) module specifically designed to help companies become GDPR compliant. Delivered on its own, as part of the analytics suite, or alongside the full Infinity Platform, Infinity CCS says DDAM can be installed and configured quickly and […]