WEB SELF-SERVICE/CHAT MONTH: The KPIs that define successful web self-service in 2026
The primary measure of web self-service success was originally quite simple: call deflection. If fewer customers phoned the contact centre,
The primary measure of web self-service success was originally quite simple: call deflection. If fewer customers phoned the contact centre,
Registration is now open for one of the most anticipated industry events of next year – the Contact Centre &
Contact centres are under pressure to deliver faster, more efficient service, without losing the personal touch that drives satisfaction and
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
This is your exclusive invitation to the CX Solutions Summit, taking place on 22nd October at the Hilton London Canary Wharf
Artificial intelligence has advanced from experimental projects on the fringes of business to focal points of board-level strategy in record
A bold prediction from the boffins at Gartner: By 2028, none of the Fortune 500 companies will have fully eliminated
Knowledge has always been the backbone of effective contact centres. Yet traditional knowledge bases, usually static repositories of articles and
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
We understand that contact centres and customer service operations value training solutions that are practical, efficient and engaging. At MGI
Many contact centres have transformed from centralised hubs towards a distributed workforce ecosystem. Agents can now work across home offices,
Sourcing decisions influence more than budgets. They shape customer outcomes. As expectations rise and operations become more complex, the case
The next Contact Centre & Customer Services Summit takes place on May 6th & 7th 2026 at the Radisson Hotel & Conference
The Contact Centre & Customer Service Summit offers you the unrivalled opportunity to meet 1-2-1 with suppliers and their latest
The most effective contact centres aren’t just managing knowledge, they’re creating it. As customer needs evolve faster than ever and
For more information on advertising in Briefing, please contact:
cccsummit@forumevents.co.uk
01992 3740100
