Students encouraged to consider a career working with data
Misperceptions about qualification and skill requirements are hindering UK students from pursuing a career working with data, a new study from Experian has revealed. The research, which surveyed 2,001 UK adults (16+) in education, found over two thirds of students (68%) believe you require key qualifications in maths and / or science in order to […]
80% of global organisations expect breaches of customer records
Trend Micro and the Ponemon Institute have revealed the findings of a study which discovered that 86% of global organisations expect to suffer a cyber attack in the next 12 months. The findings come from Trend Micro’s biannual Cyber Risk Index (CRI) report, which measures the gap between respondents’ cybersecurity preparedness versus their likelihood of […]
Cyber Security: Data ‘re’-assurance in the age of GDPR
How do organisations know their data is secure? And how can companies ensure that a network breach won’t result in a loss of sensitive data? The consequences of a data breach are potentially disastrous for any organisation, so companies need to be reassured that their data is secure at all times in line with any […]
Tell us about your contact centre systems; are they disparate or seamlessly integrated?
By Seth Millis, Aspect By some estimates, 91% of IT staff time is spent on software maintenance. This doesn’t leave very much time for innovation. Over time, systems that (at the time) would never need to communicate, suddenly find themselves reliant upon each other. While originally specialisation and customisation may have driven software architecture, integration is rapidly becoming the primary feature of any […]
Fast call centre analytics ‘vital’ in the new WFH normal
The immediate provision of accurate speech analytics is becoming increasingly vital as contact centres increasingly look to maintain work from home (WFH) operational models. That’s the view of leading call centre solution provider Avoira, which is anticipating heightened interest in the technology from delegates attending the virtual Contact Centre & Customer Service Summit. The company […]
Banking on security: Keeping customer data secure in financial services
Simon Hill, Legal & Compliance, Certes Networks The protection of sensitive data in line with regulations, both for banks and other financial services organisations, is currently a big challenge. The way these organisations operate has changed dramatically in recent years, due mostly to the fact that financial institutions are not only heavily regulated by data privacy […]
AI key to customer service, but performance overrated
Sixty-three per cent of contact centre leaders agree that chatbots and virtual assistants make it easier for consumers to get their issues resolved. That’s according to findings of the second annual NICE inContact CX Transformation Benchmark, a global research study that gauges the changing attitudes of both industry professionals and consumers. NICE inContact polled contact […]
UK customers now contact brands nearly half a billion times every month
Research has highlighted the growing volume of consumer queries that UK brands now need to handle, and the increasing cost this imposes on companies – estimated at £1.227 billion. The average UK consumer now contacts organisations nine times per month, according to research undertaken as part of the 2018 Eptica Customer Experience Automation Study. Across the […]
Web chat high on UK financial services agenda
UK financial services companies expect to make massive investments in AI-enabled web chat, automated customer identification and interaction analytics technology within the next two years. A survey of over 200 UK contact centres by analyst ContactBabel shows that financial services operations expect their use of web chat to grow from 24% today to 89% by […]
6 ‘major pain points’ identified in ContactBabel’s annual report…
The 14th edition of ContactBabel‘s annual ‘UK Contact Centre Decision-Makers’ Guide’ has been released by the industry analyst firm, which focuses on the operations, performance, technology and HR aspects of UK contact centre operations. Based on a random sample of the industry, a detailed questionnaire was presented to 216 contact centre directors and managers to complete between June and August 2016, and analysis of all collected responses was conducted in […]
