Industry Spotlight: Engagement Optimization set to change the customer journey experience…
Described by its director, Andrew Mishalove as a community for professionals to work ‘collectively to help each other achieve positive outcomes’, Engagement Optimization (EO) – developed by the contact centre enterprise solutions provider, CallMiner Eureka – is a platform for call centre and customer care professionals to proactively communicate on the best tools and practices to incorporate in customer journey strategies. Open to relevant industry […]
Another successful event for the Call Centre & Customer Services Summit
Taking place on the 18th and 19th April 2016 at the outstanding Radisson Blu Hotel, London Stansted, the Call Centre & Customer Services Summit returned for its 13th year this 2016. The event brought the industry’s most-sought after product and service providers, prominent industry influencers and senior decision-makers together for two days of ideas, inspirations, […]
‘Huge risk’ of financial fraud for mobile banking customers using SMS passcodes…
Aspect Software’s latest blog has issued a stark warning about the risk of financial fraud for mobile banking customers if banks continue to use SMS alone to send one-time passcodes (OTPs) to mobile devices to authenticate transactions. Keiron Dalton, mobile security expert and Senior Director of Customer Strategy & Innovation at Aspect, suggests in his […]
Call Centre & Customer Services Summit: Bigger and better than ever!
Call Centre & Customer Services Summit: Bigger and better than ever! With over 25 successful events under its belt; the Call Centre and Customer Services Summit is set to return bigger and better than ever this 2016 with an array of new delegates, increasingly innovative product and service providers and even more seminars packed into […]
Debut Call Centre Meet Up brings industry together
Here at the Call Centre and Customer Services Summit, we are all too aware how hectic the call centre industry can be. With demanding hours, tough calls and even tougher targets, it can feel a bit overwhelming at times. So, it is always heartening to meet and connect with others in the industry to remind […]
Driving down customer churn
Some of the main reasons for high customer churn are the loss of trust in the company, lack of knowledge by service representatives and a poor customer journey. It is important for all businesses to know what their areas for improvement are and ensure that they understand their customers full journey when buying from them. […]
Are Artificial Intelligence customer service agents the vision of the future?
A new artificial intelligence computing system has been unveiled, which promises to transform the global workforce. Named ‘Amelia’ after American aviator and pioneer Amelia Earhart, the system is able to shoulder the burden of often tedious and laborious tasks, allowing human co-workers to take on more creative roles. International IT company IPsoft launched the AI […]
The key to planning and implementing a successful multi-channel strategy
When devising and planning a successful multi-channel strategy, the importance of ‘value’ to the customer is key. And while there is no set formula that can be applied uniformly across the board, experienced customer service managers will tell you there are certain constants that should always form the backbone of any strategy: Know your audience […]
How ‘artificial aggression’ could soon be helping your business
Watch most science-fiction these days and you won’t fail to notice constant warnings about the inevitable and unstoppable rise of artificial intelligence (A.I.). But it looks like customer service agents should be getting used to ‘artificial aggression’ much sooner. New Zealand-based tech firm Touchpoint has spent more than £230,000 developing an ‘angry’ software programme called […]
A staggering 9 in 10 contact centres are ignoring customer ‘experience’ demands
Since the rise of mobile and connected devices, contact centres have seen a sharp increase in customers demanding a service ‘experience’ across numerous channels. Furthermore, they expect a company to be able to recognise their ‘journey’ of interactions on those various different channels. Unfortunately, supply has yet to meet demand — a recent WebHelp survey […]
