The “AI in UK Contact Centre Vertical Markets” series identifies and quantifies the specific pressures and issues most affecting contact centre operations in major UK business sectors.

 

The reports are a tightly focused 20-25 pages in length, and are exactly tailored for readers in these business sectors who want to understand how they can move their contact centre forward through the use of AI-enabled solutions.

 

Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centres.

 

For example:

 

  • The financial services sector has seen an 80% increase in call duration in the past five years, impacting speed to answer, call abandonment and customer experience. Learn how AI can cut call lengths while actually improving customer outcomes and CX
  • The insurance sector’s post-call wrap-up time is more than 25% higher than the contact centre industry as a whole, impacting cost and agent availability. AI can reduce this while impacting positively on first-contact resolution, compliance and agent engagement
  • The retail sector has a major problem with customer churn, especially from younger age groups, and needs to grow loyalty and advocacy. AI can make sure that the right cross-selling and upselling opportunities are shown at the right time, and understand which customers are showing signs of defection
  • Utilities contact centres’ inbound call lengths have risen by 61% in the past 10 years, impacting queue lengths, cost, performance and customer experience. AI can enhance voice and web self-service, and trim call lengths without hurting the customer experience.

 

To download “AI in UK Contact Centre Vertical Markets”, as well as many other research reports, please complete the registration form below.

 

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