Trying to predict and respond to inbound customer contact demand while maintaining cost efficiencies and customer satisfaction scores is a tricky balancing act. And with digital transformation driving a shift in consumer behaviour away from the traditional outreach channels of mailer, phone and email, things are getting more challenging. Challenging – but there are ways […]
Future of the Contact Centre Conference
Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.
Contact centres are ideally placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of the channels they choose to interact with organisations and where the customer journey is ever more complex.
Delivering great employee and customer experiences is recognised at board level globally as one of the key business differentiators driving competitive advantage and the view of the contact centre as being a cost centre is now outdated. Yes the contact centre is indeed at a tipping point and now is the time for organisations to capitalise on their unique position.
EBM Group Events
Customer Data Security Directors ForumBlue Fin Venue, London 31st January 2017
Future of the Contact Centre ConferenceVictoria Park Plaza, London 23rd February 2017
2017 Employee Engagement SummitVictoria Park Plaza, London 20th April 2017
Customer Engagement Transformation ConferenceVictoria Park Plaza, London 06th July 2017
Internal Communications ConferenceVictoria Park Plaza, Central London 15th September 2017
Evolution of Work ConferenceVictoria Park Plaza, London 15th September 2017
Engage Focus GroupsCounty Hall, London 26th September 2017
2017 Engage AwardsWestminster Park Plaza, London 13th November 2017
Customer Engagement Summit 2017Westminster Park Plaza Hotel, London 13th November 2017
Mobile operator EE has been fined £2.7m by the telecoms regulator, Ofcom, for overcharging tens of thousands of customers. The watchdog found that the UK’s biggest mobile network broke a billing rule on two occasions. Users who called its 150 customer services number while roaming within the EU were incorrectly charged as if they had […]
A benefit claimant has told the BBC she is still suffering as a result of having her payments wrongly blocked by the US contractor Concentrix. Two months after HM Customs and Revenue (HMRC) terminated its contract with the firm, the mother has described how she has been forced into debt as a result. Meanwhile a […]
Rolls-Royce has apologised for its behaviour and agreed to pay £671m to settle bribery and corruption cases with UK and US authorities. The aerospace firm is set to pay £497m plus costs to the Serious Fraud Office (SFO), which started investigating claims in 2012 of wrongdoing overseas. At the time, the SFO asked the firm […]