AI, Expectations and Efficiency: The New Contact Centre Balancing Act
Artificial intelligence may be dominating the customer service agenda, but for many contact centres the real challenge lies elsewhere. As
Artificial intelligence may be dominating the customer service agenda, but for many contact centres the real challenge lies elsewhere. As
Most customer service platforms work… until they don’t. They handle tickets. They manage channels. But as volume grows and complexity
For 26 years, the award-winning European Contact Centre & Customer Service Awards (ECCCSAs) have recognised organisations across Europe that are
Across both private and public sector organisations, contact centre leaders are increasingly looking to AI to improve efficiency, enhance customer
Registration for the September 2026 Contact Centre & Customer Services Summit is now open! Date: Monday 14th & Tuesday 15th September 2026Venue:
Contact centre and customer experience leaders are being urged to prioritise transparency and human oversight as AI shopping assistants become
AI is increasingly being positioned as a way to reduce cost-to-serve in the contact centre, but in reality, many businesses
Historically, social customer service has often been evaluated using traditional contact centre metrics such as response times and ticket closure
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
A customer complaint no longer needs to reach a national newspaper to become a reputational crisis. In the social media
The UK is a nation of experience sharers and email is its predominant channel of choice, both for routine customer
Why? For PR‑style content, thought leadership performs better than product detail, especially in third‑party newsletters. Across previous event content, fraud, identity and
You’re invited to join us as our guest for the CX Solutions Summit, a one-day event designed for decision-makers who are
The UK’s contact centre industry celebrated its first National Contact Centre Day yesterday, 4 March, with thousands of professionals from a variety
South Africa has rapidly emerged as one of the most talked-about global destinations for customer experience outsourcing and for good
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