Next Event

future-1920x810-2

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differentiators driving competitive advantage and the view of the contact centre as being a cost centre is now outdated.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

debbie-nolan

Cognitive technology will drive a customer experience revolution

Debbie Nolan, Business Development Director of CRM Solutions, UK & Ireland, Arvato When digitally-savvy consumers contact a brand for customer service, they expect a consistent, seamless customer journey across a broad range of contact channels, and to have their queries resolved in a fast, personalised way. Research suggests that many businesses are struggling to keep […]

ryan-wu

Are you being served? Ensuring customer engagement at all times with robotics

When it comes to retail, just having the right product is not enough. Consumers expect a certain quality of experience from the brands they shop with and aren’t afraid to take their custom elsewhere if those expectations aren’t met. With the high street more competitive than ever, and increasingly under threat from eCommerce only players, […]

Mark Hilary

B2B: How Companies Socially Sell To Each Other

When people ask me what I do, I say that I’m a writer. They usually ask what kind of novels I write, but then I have to explain that there are many kinds of writer. I have written 15 non-fiction books and I’m working on two new ones at present, and I continue to contribute […]

energy-utilities

CO-OPERATIVE ENERGY TO TAKE ON ALL 160000 CUSTOMERS OF COLLAPSED GB ENERGY

Co-operative Energy will take on all 160,000 customers of collapsed firm GB Energy on their existing price tariff. The firm said it would also honour outstanding credit balances for both current and past customers. Energy regulator Ofgem said if customers wished to change energy provider they would be able to do so without any exit […]

49996044 - double exposure of man using the virtual reality headset

VIRTUAL REALITY TO REPLACE HIGH STREET SHOPPING BY 2050 EXPERTS PREDICT

High street retailers could be a thing of the past by 2050 as virtual reality takes over the way we shop, experts predict. The only time we can expect to be asked “Are you being served?” is when interacting with an artificially intelligent app. The kind of department store epitomised by Grace Brothers in the […]

57672352 - travel: smiling woman at airport parking lot

AIRPORT PARKING AND HOTELS WIN BRITISH TRAVEL AWARD FOR SEVENTH CONSECUTIVE YEAR

Airport Parking and Hotels (APH), is celebrating its seventh year of success at the annual British Travel Awards ceremony after once again being named ‘Best Airport Parking Company.’ The prestigious awards ceremony took place at Battersea Evolution on 23 November 2016 and saw Nick Caunter, Managing Director of Airport Parking and Hotels (APH), welcomed to […]

48757661 - consultant.

FOUR KEY BUSINESS TRENDS FOR 2017: HERE’S WHAT YOU CAN EXPECT

It’s been a turbulent year for businesses in the UK. Our eventual departure from the European Union, coupled with events elsewhere in the world, means that companies must be prepared to navigate uncertain and, possibly, treacherous waters as we head into 2017. Phil Foster, Managing Director at business energy comparison site, Love Energy Savings has […]

facebook1

BUSINESSES WARNED OVER FACEBOOK SCAM USED TO DISTRIBUTE RANSOMWARE

Businesses have been warned about a new Facebook spam campaign that could trick their employees into downloading ransomware. The scam, discovered by Bart Blaze and Peter Kruse, is relatively unsophisticated, but could fool unsuspecting users because its messages appear to come from their friends. Victims receive an SVG image file via Facebook’s messaging service. Malicious code […]