Data shows customer service has power to make or break corporate reputations
Good customer service is the most powerful tool a business has when it comes to improving and maintaining its reputation, new research has found. As part of its Make Every Conversation Count report, FM Outsource asked 1,000 people for the factors that are most likely to have a positive impact on their perception of a […]
Getting to know you: Paula Constant, Woven CEO
With a creative workforce, tech know-how and a bespoke approach, Woven is transforming customer-services. We caught up with CEO Paula Constant to find out more about the secrets of the company’s success… Woven is on a mission to deliver excellent customer service. They provide a range of premium companies with bespoke people- and technology led […]
Microsoft unveils Digital Contact Center Platform
Microsoft says its new Digital Contact Center Platform will give users modern digital tools to engage customers across voice, video, and other digital engagement channels — powered by Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform and Nuance. The platform brings together a comprehensive yet flexible solution for contact centers, delivering best-in-class AI that powers […]
The benefits of introducing bots into your business
By Woven We live in a fascinating period where almost every day technology is becoming a more significant enabler in our lives. In business, the emergence of the combination of Artificial Intelligence and Process Automation (or as we now progressively know them, Bots or Virtual Agents) has created the scope to provide a level of service that simply wasn’t possible previously. Alongside that there is also a much sharper focus on the implications of failing to offer […]
UK businesses experience up to five security incidents each year
Attackers are seizing on vulnerabilities in hybrid working environments, creating more work – and also larger budgets – for security teams, despite organisations accelerating digital transformation projects. The latest State of Security Report from Infblox, which surveyed 100 UK respondents in IT and cybersecurity roles in the UK as part of its global sample, discovered […]
Technology ‘increases employee inclusion’ in hybrid work
In a world where 60% of employees say a hybrid work model is their ideal work arrangement, only three in ten (30%) strongly agree that their organisation provides them with the necessary technology to collaborate equally and inclusively from anywhere. That’s according to Jabra’s 2022 edition of the Hybrid Ways of Working Global Report, carried […]
OPINION: A new era of customer service for brands
By Eric Leboeuf, Director of Strategic Channel Partnerships at Infobip The pandemic has altered the customer experience landscape indefinitely. Consumers are demanding, unforgiving and know what they want – and contact centres have transformed how they operate in tandem. As the world migrated from offices to home and ‘Zoom’ became 2020’s most prevalent eponym, a new […]
DOWNLOAD: The UK Contact Centre Decision-Makers’ Guide 2022
The UK Contact Centre Decision-Makers’ Guide 2022 is a deep dive into the largest and most comprehensive study of the UK contact centre industry. This report reflects a full comprehensive facts and hard data about every aspect of UK customer experience management, technology, and strategy, this report will arm you with the best tips to […]
Remote working has affected employers support the health and wellbeing of staff
Fifty-nine per cent of employers say that the change in working patterns to a more remote or hybrid approach has affected the way they support the health and wellbeing of staff, according to research from GRiD, the industry body for the group risk protection sector. Of those employers who stated that working patterns had affected […]
WEBINAR REWIND: Financial services organisations struggle to create a CX culture built to last – but why?
Don’t worry if you missed the recent webinar from Davies Group exploring the secrets of great CX – You can now re-watch the entire session online! 84% of financial services leaders rank business process alignment as more important than putting the customer first when designing customer experiences. How can they then create a CX culture […]
