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buying trends

Contact & customer service centres: 2023/24 buying trends revealed

960 640 Stuart O'Brien

Artificial Intelligence, Agent Coaching & Monitoring and Call Centre Technology top the list of solutions the UK’s leading industry professionals are sourcing in 2023/24.

The findings have been revealed following the recent Contact Centre & Customer Services Summit, which took place last week.

Delegates registering to attend the event were asked which areas they needed to invest in during 2023/24 and beyond.

The rankings represent a change in requirements from 12 months ago, when the top 3 were Agent Coaching & Monitoring, Training & Development and Artificial Intelligence.

Contact Centre & Customer Services Summit: Most in-demand products & solutions (Top 5):

  1. Artificial intelligence
  2. Agent Coaching/Monitoring
  3. Call Centre Tech
  4. Training & Development
  5. Seld Service/Web Chat

To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.

Digital customer engagement solutions: 2022/23 buying trends revealed

960 640 Stuart O'Brien

Live Chat, AI Applications and Self-Service top the list of solutions the UK’s leading customer engagement professionals are sourcing in 2022/23.

The findings have been revealed ahead of this week’s Digital Customer Engagement Summit, which takes place on October 20th.

Delegates registering to attend the event have been asked which areas they needed to invest in during 2022 and beyond.

A significant 47% are looking to invest in Live Chat, with 38% sourcing AI Applications and the same percentage on the hint for Self-Service solutions.

Just behind were Social Media Monitoring, Case Management and Multichannel Survey Tools.

Top products & solutions being sourced by delegates at the Digital Customer Engagement Summit (Top 10):

Online Live Chat Systems
AI Applications
Self-Service
Social Media Monitoring
Case Management
Multichannel Survey Tools
Unified Communications
Business Intelligence
Predictive Routing
Text Analysis

To find out more about the Digital Customer Engagement Summit, visit https://digitalcustomerengagement.co.uk.

Contact & customer service centres: 2022/23 buying trends revealed

960 640 Stuart O'Brien

Artificial Intelligence, Call Centre Technology and Customer Experience Surveys top the list of solutions the UK’s leading industry professionals are sourcing in 2022/23.

The findings have been revealed following the recent Contact Centre & Customer Services Summit, which took pace earlier this month.

Delegates registering to attend the event were asked which areas they needed to invest in during 2022/23 and beyond.

The rankings represent a change in requirements from 12 months ago, when the top 3 were Agent Coaching & Monitoring, Training & Development and Artificial Intelligence.

% of delegates at the Contact Centre & Customer Services Summit sourcing certain products & solutions (Top 5):

  1. Artificial intelligence
  2. Call Centre Tech
  3. Customer Experience surveys
  4. Homeworking Solutions
  5. Multichannel Survey Tools

To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.

Contact & customer service centres: 2021 buying trends revealed

960 640 Stuart O'Brien

Agent Coaching & Monitoring, Training & Development and Artificial Intelligence top the list of solutions the UK’s leading contact centre and customer services professionals are sourcing in 2021.

The findings have been revealed in the lead up to the Contact Centre & Customer Services Summit, which takes place on September 13th & 14th at the Queens Hotel in Leeds.

Delegates registering to attend the event have been asked which areas they needed to invest in during 2021 and beyond.

A significant 67.9% are looking to invest in Agent Coaching & Monitoring, with 50% sourcing Training & Development solutions.

Just behind were Artificial Intelligence (46.4%), Business Performance Improvement, Business Performance Improvement and Multi-Channel Comms/Integration (all 46.4%).

% of delegates at the Contact Centre & Customer Services Summit sourcing certain products & solutions (Top 10):

Agent Coaching and Monitoring 67.9%
Training & Development 50.0%
Artificial Intelligence 46.4%
Business Performance Improvement 46.4%
Multi-Channel Comms/Integration 46.4%
Online Live Chat 46.4%
Call Centre Technology 42.9%
Workforce Management/Optimisation 42.9%
Home Working 39.3%
Knowledge Management 39.3%

To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.

Customer experience solutions: 2021 buying trends revealed

960 640 Stuart O'Brien

Agent Coaching & Monitoring, Customer Insight and Staff Incentives top the list of solutions the UK’s leading customer experience professionals are sourcing in 2021.

The findings have been revealed following the recent virtual Contact Centre & Customer Experience Summit, which took place on July 6th & 7th.

Delegates registering to attend the event were asked which areas they needed to invest in during 2021 and beyond.

A significant 53.3% are looking to invest in Agent Coaching & Monitoring, with 47% sourcing Customer Insight Collection & Analysis solutions.

Just behind were Staff Incentives & Motivation (46.7%), Staff Wellbeing (43.3%), and Call Centre Technology (40%).

% of delegates at the Contact Centre & Customer Experience Summit sourcing certain products & solutions (Top 10):

Agent Coaching and Monitoring 53.3%
Customer Insight collection & analysis 46.7%
Staff Incentives & Motivation 46.7%
Staff Wellbeing 43.3%
Call Centre Technology 40.0%
CRM 40.0%
Online Live Chat Systems 40.0%
Self Services 40.0%
Workforce Management/Optimisation 40.0%
Artificial Intelligence 36.7%

To find out more about the Contact Centre & Customer Experience Summit, visit https://contactcentresummit.co.uk.

Digital Customer Engagement: 2020 buying trends revealed

960 640 Stuart O'Brien

Online Live-Chat Systems, Self Service and VoC Programmes top the list of solutions the UK’s leading digital customer engagement professionals are sourcing in 2020.

The findings have been revealed following the recent Digital Customer Engagement Summit, where delegates registering to attend the event were been asked which areas they needed to invest in during 2020 and beyond.

Nearly 50% are looking to invest in Online Live-Chat Systems and Self Service.

Just behind are VoC Programmes (55.4%), Multichannel Survey Tools (42.9%), Voice Analytics Technology (42.9%) and AI Applications (41.3%).

% of delegates at the Digital Customer Engagement Summit sourcing certain products & solutions (Top 10):

Online Live-chat Systems 47.6%
Self Service 47.6%
VoC Programmes (voice of the customer) 44.4%
Multichannel Survey Tools 42.9%
Voice Analytics Technology 42.9%
AI Applications 41.3%
Social Media Monitoring & Mgmt 39.7%
Text Analytics Software 33.3%
Predictive Routing Technology 30.2%
Business Intelligence Solutions 27.0%

To find out more about the Digital Customer Engagement Summit, which takes place on October 13th, visit https://contactcentresummit.co.uk/digital-customer-engagement-summit.

Contact & customer service centres: 2020 buying trends revealed

960 640 Stuart O'Brien

Agent Coaching & Monitoring, Artificial Intelligence and Call Centre Technology top the list of solutions the UK’s leading contact centre and customer services professionals are sourcing in 2020.

The findings have been revealed in the lead up to the Contact Centre & Customer Services Summit which takes place on April 27th & 28th at the Radisson Blu, London Stansted.

Delegates registering to attend the event have been asked which areas they needed to invest in during 2020 and beyond.

A significant 60% are looking to invest in Agent Coaching & Monitoring, with 58% sourcing AI solutions.

Just behind were Call Centre Technology (49%), Staff Incentives & Motivation (46%), Web Self Service/Web Chat (42%) and Call Handling (40%).

% of delegates at the Contact Centre & Customer Services Summit sourcing certain products & solutions (Top 10):

Agent Coaching & Monitoring – 60%
Artificial Intelligence – 58%
Call Centre Technology – 50%
Staff Incentives & Motivation – 46%
Web Self Service/Web Chat – 42%
Call Handling – 40%
Multi-Channel Comms/Integration – 40%
Training & Development – 40%
Staff Wellbeing – 38%
IVR – 36%

To find out more about the Contact Centre & Customer Services Summit, visit https://contactcentresummit.co.uk.

Buyer Trends

Artificial Intelligence tops 2018 contact centre buying trends

960 640 Stuart O'Brien

Artificial intelligence, multichannel communications and web self-service/web chat top the list of solutions the UK’s leading call centre professionals are sourcing in 2018.

The findings have been revealed by the Call Centre & Customer Services Summit after delegates attending the event were asked which areas they needed to invest in during 2018 and beyond.

39% were looking to invest in AI, with 37% sourcing Multi-Channel Communications/Integration solutions. Just behind were Web Self Service / Web Chat, Call Centre Technology and products that offer a Single View of the Customer.

“It’s no surprise that AI tops the list of areas our delegates were most interested in,” said Call Centre & Customer Services Summit Event Manager Gayle Buckland. “But the full table provides a valuable insight into trends within the customer service sector.”

% of delegates at the Call Centre & Customer Services Summit sourcing certain products & solutions (Top 10):

Artificial Intelligence – 39%
Multi-Channel Communications/Integration – 37%
Web Self Service / Web Chat – 37%
Call Centre Technology – 35%
Single View of the Customer – 33%
Social Media – 33%
Agent Coaching and Monitoring – 31%
Analytics – 31%
Virtual Call/Contact Centres – 31%
Display Boards – 30%

To find out more about the Call Centre & Customer Services Summit, visit www.contactcentresummit.co.uk.