CRM MONTH: All roads lead to automation and hyper-personalisation
Customer Relationship Management (CRM) systems are indispensable for contact centres and customer care teams, as businesses strive to deliver personalised, efficient, and seamless customer experiences. Advancements in CRM technology and evolving best practices have transformed how these systems are utilised. Here’s a summary of the key developments, including insights on best practices, technologies, costs, and […]
Paradox as Gen Z want AI customer service but also human interaction
Sixty percent of Gen Z craves the speed and convenience of AI-powered customer service, but still prefer human interaction for complex issues. That’s according to a survey conducted by CX specialist Five9, which says the paradox highlights the need for businesses to strike a balance between AI-powered solutions and the human touch to meet the […]
Top contact centres shine at the ECCCSA Awards 2024
The European Contact Centre and Customer Service Awards (ECCCSA) 2024 have celebrated excellence across the customer service and contact centre industry in a ceremony held in London. The awards, renowned as the most prestigious in the sector, recognised outstanding achievements by organisations, teams, and individuals who have set new benchmarks in delivering exceptional customer experiences. […]
