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differentiators driving competitive advantage and the view of the contact centre as being a cost centre is now outdated.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

CUSTOMERS AND EX-EMPLOYEES OF RBS ACCUSES THE BANK OF COVERING UP WRONG DOING

Former business clients of the Royal Bank of Scotland are accusing the bank of systematically manipulating documents to cover up wrong doing. In an exclusive interview with the BBC, a former RBS employee has come forward to support allegations of document manipulation within the bank. RBS says it categorically denies document manipulation and forgery. Mark […]

WAITROSE ICELAND AND MARKS & SPENCER ARE THE NATION’S FAVOURITE SUPERMARKETS

Shoppers gave Waitrose the award for best in-store experience, with Tesco and Asda trailing in eighth and ninth place respectively. The consumer group said Iceland was voted best for online, closely followed by Ocado, with Morrisons in third. The M&S Simply Food chain won the convenience store category. Which? surveyed more than 7,000 UK shoppers. […]

FOUR IN FIVE CUSTOMERS HAVE COUNTERFEIT GOODS SAFETY CONCERNS ABOUT SHOPPING ONLINE

New research from MarkMonitor, the world leader in enterprise brand protection, has found that almost four out of every five people have security concerns about unknowingly purchasing counterfeit goods online. Despite the continued rise in the popularity of online shopping — according to a third-party report, 2016 saw an estimated 11% increase in total sales […]

DISILLUSIONED PASSENGERS RESIGNED TO POOR RAIL SERVICES RESEARCH SHOWS

One in five passengers is “resigned to poor service” on Britain’s railways, according to a new study. Long-term issues have resulted in “high levels of disillusionment”, a report by dispute resolution organisation Ombudsman Services found. Complaints about rail services increased by almost a third (31%) to two million last year, its survey of 2,477 people […]

TOURIST SCAMS EXPOSED: AND THEY ARE COSTING HOLIDAYMAKERS A FORTUNE

New research from Satsuma reveals the most widely known tourist scams and the shocking monetary value of ‘holiday mishaps’ The survey of 2,000 adults revealed that while on holiday, the average person saves £460 for spending money. This doesn’t include the extra luggage charge that 1 in 5 Brits are faced with at the airport. […]

KNOWLEDGE IS POWER SO WHY DO CX PROGRAMMES FAIL?

Ian McVey, UK Director, Qualtrics Customer experience (CX) is all about feedback, so we make it our mission to talk to our customers and understand their outcomes when using our software. Every day we see the unexpected business benefits that spring from customer connectivity.  But we also see why some CX programmes fail. When a […]

SOCIAL MEDIA PHISHING SCAMS UP 500 PER CENT IN 2016 SAYS NEW REPORT

Social media phishing attacks increased by 500 per cent during 2016, according to a new report. Researchers from Proofpoint recorded a huge increase in scams on social media trying to trick users out of their money or sensitive information in the firm’s Q4 threat summary. The statistic includes the emergence of angler phishing – a […]