Pioneer in omni-channel cloud communications solutions, Content Guru, is partnering with the UK Contact Centre Forum (UKCCF) to explore what Customer Service will look like in ten years’ time. This research will investigate what changing consumer demands and behaviours will mean for the UK’s contact centre and customer service industry.
Entitled “Customer Service AD2029”, the research study will investigate how UK contact centres are transitioning from using traditional, reactive customer service strategies to harnessing proactive customer lifecycle management.
It will examine the tactical and strategic needs of contact centres as they evolve into Customer Engagement Hubs and carefully consider the role of agents and Artificial Intelligence within the customer journey. The research will also look at other growing trends such as homeworking, Natural Language Processing and the use data analytics.
More than one hundred UK contact centres are expected to take part in the research between June and September 2019. The findings of this research will be presented at the UKCCF National Conference and Awards in October 2019, and an Executive Summary of the research findings will subsequently be made available for download via the Content Guru website.
Edward Winfield, Content Guru’s Director of Global Partnerships, said “This research project with the UKCCF demonstrates Content Guru’s commitment to understanding and improving customer service. Content Guru listens and learns from its user base in open conversation. This research is important to benchmark where the UK contact centre industry is at present and where it is heading, so that we can innovate for the future”.
Trevor Butterworth, CEO of UKCCF, said “From voice-only call centres in the 1980s to today’s multi-channel customer contact centres, the industry has been constantly evolving. In this study, we ask our members ‘what’s next?’ and explore how they are gearing up to meet and exceed their customers’ expectations. How do they see the behaviours of customers and the nature of customer contact changing? We are delighted to be partnering with Content Guru to conduct this important piece of research”.
Comprising eight regional user groups, the UKCCF provides a platform for call centre and customer service professionals to meet and share ideas. Its activities include an annual Conference and Awards, Monthly Executive Club meetings and Networking Seminars to present the latest customer contact thinking and strategy – as well as specialist forums in HomeAgent Working, Digital & Social Media, Customer Experience, and Employee Engagement & Culture. The UKCCF also operates an online resource for the customer service community featuring the latest industry news, incentive ideas, event listings, team and individual profiles, as well as articles on strategy and technology.