Are perceptions of customer service improving or declining over time? Our annual Voice of the Contact Centre Consumer research report uncovers how customer contact needs, expectations, and behaviours are changing, and how consumers view service providers. This year, we also delve into public perceptions of AI in customer service. As technology advances rapidly, contact centres…
Are you just getting started on Knowledge-Centred Service (KCS®) or do you need to explain it to others in your organisation?
Assess you contact centre’s AI maturity before moving on to the next stage.
The course is designed to help organisations who are still exploring how AI can help their business, and/or those looking to expand their AI capabilities beyond simple FAQ chatbots.
Ventrica has recently forged a partnership with a global fast-food chain to address contact centre challenges and gain deeper insights into consumer feedback.
Download the Research: Using Contact Centre Insights to Elevate Customer and Colleague Experiences and find out how you can turn these insights into action.
Contact centre leaders have access to so much information and data, which is fundamental to tell the story, and recommend opportunities to drive improvements for the future.
Download: To stay ahead of the rapid changes in customer behaviours, cost-of-living concerns, complex post-pandemic resourcing, and global conflict, contact centre
Get answers to the questions we didn’t have time to address in the CCMA Online Seminar.
It’s that exciting time of year where we start preparing for CCMA Benchmarking. For UK contact centre leaders and members of the CCMA, we offer an exclusive online benchmarking tool that assesses your contact centre