Analyst identifies the three technologies that will ‘transform’ customer care this decade
Generative AI, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to Gartner.“The common theme of these three technologies are their ability to streamline the customer journey and enable customer service leaders to meet customers’ growing expectations,” said Drew Kraus, VP Analyst in the Gartner Customer Service […]
20% of inbound contact centre volume will come from machine customers
A fifth of inbound customer service contact volume will come from machine customers by 2026, as advances in Conversational AI, Automation, and Low Code Resources impact ways customers and reps interact. Machine customers are nonhuman economic actors that obtain goods or services in exchange for payment. In customer service and support, they will resemble virtual […]
148 million extra customer support calls: How the cost of living crisis is impacting customer care
UK households will make an extra 148 million customer service enquiries this year as the cost-of-living crisis continues and consumer spending tightens. That’s according to analysis by Firstsource Solutions, which says higher interest rates, inflation, and rising energy costs mean UK households are more likely to cancel subscriptions, downgrade packages, query bills and charges, and […]
SMS rises up the ranks for customer communications, but are retailers are missing out on mobile?
A Wunderkind survey of over 2,000 UK shoppers has revealed that while email remains the dominant channel for consumers, with 84% saying they find it the most convenient channel for communicating with retailers during the buying journey, a third (32%) say they now find text just as convenient – an increase of 6 percentage points […]
Best practices in SMS customer care
By mGage Did you know that 95% of people who had a bad experience are willing to give a brand another go if they know that their issue was dealt with correctly[1]? Customer care is extremely important for brands, and facilitating customer care over as many communication channels as possible is good business practice. Text […]
Overpayment errors creating customer care ‘ticking time bomb’
Citizens Advice has found regulators have allowed water, energy, broadband and telephone networks to overcharge customers by £24.1 billion over the past fifteen years. The charity is calling for companies to return some of this to customers through a rebate on their bills and for regulators to stop this happening again. The research follows its […]
Complex customer issues number one challenge for contact centre employees
While customer experience continues to be the top priority for businesses, a new report reveals that 56 per cent of contact centre employees cite complex customer problems as their top challenge. And 60 per cent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. The report, The Health […]
Ventrica creates 400 new jobs in Southend
Ventrica has announced plans for extra capacity at a new site in Southend, generating at least 400 new positions and growing its workforce to over 800 staff over the next two years. The new 14,000sqft. premises will be located close to the town centre, next to the existing contact centre, and operational by September 1st […]
Industry Spotlight: “It’s up to you how to handle social channels, but choose wisely”…
The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets. Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when […]
