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 […]
RECOMMENDED: Do you provide Agent Coaching Services? We want to hear from you!
Each month on Call Centres Briefing we’ll be shining the spotlight on a different part of the customer care market, starting in February with Agent Coaching & Monitoring. 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: Integrated CX and QA – Drive engagement through uniting teams
Increasing productivity, efficiency and customer retention by aligning QA and CX teams in a multilingual, multidisciplinary environment, by By Pole To Win… Beginning as two separate entities, Quality Assurance (QA) and Customer Experience (CX) historically existed independently in software development and support services, but as customer engagement and retention have become increasingly important, companies have strived […]