ANALYTICS MONTH: Using analytics in the contact centre without creating a surveillance culture
Data analytics is now central to how contact centres manage performance. From real-time dashboards to speech analytics and automated QA,
Data analytics is now central to how contact centres manage performance. From real-time dashboards to speech analytics and automated QA,
The first Contact Centre & Customer Services Summit of 2026 is just 12 weeks away, and delegate places are in
Public sector contact centres sit on the front line of citizen experience, with demand shaped by rising complexity, constrained budgets
The cost per resolution for generative AI (GenAI) will exceed $3 by 2030, higher than many B2C offshore human agents,
Sixty per cent of brands will use agentic AI to facilitate streamlined one-to-one interactions with customers by 2028, shifting traditional
Quality assurance (QA) in contact centres has relied on call sampling: a small percentage of interactions reviewed manually, scored against
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
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
Hit the ground running this year by securing your delegate place at the Contact Centre & Customer Services Summit – over
Agent coaching in contact centres has tended to follow a familiar pattern: scheduled sessions, post-call reviews and periodic performance discussions.
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
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