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 […]
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business differentiators driving competitive advantage and the view of the contact centre as being a cost centre is now outdated.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
Customer Engagement Summit 2017Westminster Park Plaza Hotel, London 13th November 2017
2017 Engage AwardsWestminster Park Plaza, London 13th November 2017
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, […]
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 […]
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 […]