Customer
Contact
Insights

The BBC recently reported something that to my mind had already happened a while back, making WhatsApp available to businesses so that they can interact with the customers

With almost six million people around England living in homes provided and supported by housing associations, ensuring that services are delivered to residents, including vulnerable people, is critical.

Reducing the cost of customer engagement. What is the current and future role of Ai in delivering self-service and optimising contact centre resources 
Outsourcers: 13:00-13:45, 29 September 2021

Webinar 1  (Client only – not for outsourcers) Reducing the cost of customer engagement – what is the current and future role of Ai in delivering self-service and optimising contact centre resources 12:00-12:45, 29 September 2021

Building a more secure future for an embattled and fast evolving sector.

Delivering an improved experience under cost pressure.

We ask what are the benefits of having a customer service representative on the Board? We have interviewed Ben Lappin, Director of Retention and Customer Experience at The Guardian and Chair of the DMA’s Contact Centre Council who tells us about The Guardian’s refreshing prioritisation of the customer and gives insights into how they engage with customers.

Contact Centre Panel has launched a new initiative, created to identify and measure customer service trends within the automotive sector. The CCP Automotive Customer Service Survey canvases the opinions of senior customer service executives from the industry, mapping their insights to form a cross market view of current and future trends in customer service provision.

If a problem is found with one of your most popular products or services, meaning you have to contact all your customers to offer a solution or replacement. How would your service team, or your outsource customer service partner, cope?

We take a look at some of the potential pitfalls of automation and put forward our thoughts on how to avoid the poor use of technology within your customer-facing operations

Black Friday falls on 29th November this year, so is your customer service provision geared up and ready for the sudden rise in demand?

Since the energy supply sector became competitive, there has been an unending cycle of consolidation and failures as the largest players have sought cost savings and new entrants have miscalculated the demands of the industry. How do energy companies achieve good customer service results in such an embattled sector?