WhatsApp AI agents for contact centres
As we head into 2026, customers expect to complete tasks inside the conversation. In the UK, that expectation is increasingly
As we head into 2026, customers expect to complete tasks inside the conversation. In the UK, that expectation is increasingly
Agent coaching has long been recognised as a critical driver of service quality, yet many contact centres still struggle to
By Henny Swan, Director at TetraLogical Nearly a decade after their publication in 2016, the Inclusive Design Principles (IDP) remain one
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Hit the ground running this year by securing your delegate place at the Contact Centre & Customer Services Summit – over
Did you know we have a wide selection of online courses tailored specifically for the contact centre sector, enabling you
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Over the past decade, CRM systems have evolved from simple case management tools into powerful, insight-rich customer engagement platforms. Yet
There is a decisive shift in consumer trust and digital engagement that is set to reshape brand strategy in 2026:
With advancements in AI and automation, there has never been a better chance to move your contact centre operation from
Cybersecurity must be designed into the core of every system, workflow and integration in the cloud-based contact centre. Most contact
The FCA’s Consumer Duty expectations herald a well-embedded regulation within financial services compliance. Not only must firms now evidence customer understanding and
The contact centre floor looks very different from a decade ago. Static wallboards displaying call volumes and wait times have
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
You’re invited to join us as a guest for the Contact Centre & Customer Services Summit, a two-day event designed for
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