Contact & customer service centres: 2021 buying trends revealed
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 […]
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 […]
Customer experience solutions: 2021 buying trends revealed
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 […]
DOWNLOAD: 2021 Talkdesk global contact centre KPI benchmarking report
By Talkdesk At Talkdesk, we know the importance of benchmarking in driving strategic business decisions. Featuring our proprietary data, the brand new Talkdesk KPI benchmarking report analyzes the impact of the turbulence of 2020 on contact centre performance across five operational metrics applicable to every industry. What you will learn: – The importance and benefits […]
Mobile Learnings for 2021 to Increase Customer Loyalty
By Pinder Takhar, Director of Marketing, mGage 2020 was a significant year for business messaging as we saw an upward trend in its usage. It quickly became an indispensable communication channel for brands to stay connected with their customers, keeping them engaged, informed and updated. Along with an increase in two-way messaging, more businesses started […]
Customer experience management market to hit $21.8bn
The global customer experience management market is projected to reach revenue of $21.86 billion by 2027, equivalent to a CAGR of 13%. That’s according to data from Fortune Business Insights, which cites the heightened importance of enhancing customer experience (CX) amid the COVID-19 pandemic. The report asserts that with millions of people worldwide confined to their […]
Video chat for customer services sees 89% growth in UK
Consumer preferences for the use of video calling in a customer service setting have increased by 89% during the COVID-19 pandemic. That’s according to data from Webhelp, which polled over six thousand consumers across the UK, France and Germany – prior to the pandemic, only 19% of British consumers had used video-calling in a customer service setting; […]
eBOOK: Social Media Trends 2021 Global Report
2020 has been dominated by COVID-19, forcing many brands to change the way they communicate with their customers. Social media has provided opportunities to connect with audiences in a new way, reshaping the relationship between brands and consumers. This is likely to continue in 2021 and beyond. This free report from Talkwalker delves into the […]
WHITE PAPER: How to launch a call deflection strategy
Download the RingCentral white paper on how to launch a call deflection strategy. Improve your customer experience and streamline your contact centre activity by deflecting calls to digital channels. Learn more about call deflection best practices: The difference between call deflection vs call avoidance When and where to implement call deflection Key elements to consider […]
Contact & customer service centres: 2020 buying trends revealed
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 […]
