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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business differentiators driving competitive advantage and the view of the contact centre as being a cost centre is now outdated.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.

Latest posts

Your Five Biggest Contact Centre Headaches – And What To Do About Them

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 […]

Consumer champion takes rail industry to task over ‘unacceptable’ services

As Southern suffers its worst ever customer satisfaction score in Which?’s annual rail survey, the consumer champion launches a campaign taking the industry to task on unacceptable services that don’t deliver even the basics for long suffering passengers. The survey of over 2,000 commuter experiences found: Southern achieved a dismal score of just 21%. One […]

Customers want businesses to do much more to prevent cyber security breaches

The majority of consumers fear they will be victims of a breach, and less than a third believe firms are taking data protection seriously. According to research by Gemalto, 58 per cent of customers are worried about such incidents and just 29 per cent think companies are doing enough to protect their personal data. Insecure firms […]

Poor customer service online is damaging retailers’ bricks and mortar operations too says report

Retailers’ reports on Christmas revenues demonstrate that online is becoming more critical to their success. But according to a new survey conducted by market research firm OnePoll into the online shopping experiences of male and female UK consumers, poorly performing ecommerce sites risk damaging future sales both online and in physical stores. The majority of […]

Most think that significant organisational change is needed to satisfy demands of today’s customer

Retailers and brands have invested heavily over the past two decades to become customer-centric, but the unprecedented pace of change in customer demands and technology has, at best, produced mixed results for these efforts. That said, leading retailers and brands are taking a new and transformative approach to their operational and organisational models. They are looking beyond […]

Beyond Cheese and Chocolate: Learning from Customer Experience Best Practice in Switzerland

Year after year, we analyse customer experiences around the globe and release customer experience best practice reports on both the United Kingdom and the United States, recent reports respectively entitled “Making Memories” and “Harnessing the Power of the Many”. There is plenty of inspiration a business can harness to improve its customer experiences if they know where to look […]