Market Data: AI continues to lead contact centre solutions demand in 2026
Artificial Intelligence remains the most in-demand solution required by UK contact centre operators this year, according to our exclusive research.
Artificial Intelligence remains the most in-demand solution required by UK contact centre operators this year, according to our exclusive research.
It goes without saying that running an efficient contact centre is a challenging task. You have to ensure an excellent
When support starts breaking down, the instinct is to reach for a solution. Hire more agents, or switch providers, or
When customer support starts breaking, most companies look in the wrong place. They hire more agents, switch providers, or add
The Contact Centre & Customer Services Summit takes place in less than two weeks on 6th –7th May at the Radisson Hotel & Conference
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
More than half of customer service organisations are expected to double their technology investment by 2028, as AI adoption accelerates
Merchants is a leading customer experience and business process outsourcing (BPO) partner, delivering digitally enabled, human-centred solutions that drive measurable
Collecting customer feedback has arguably never been easier. Surveys, post-call ratings and digital feedback tools generate vast amounts of data.
Rising consumer scepticism around artificial intelligence is creating a new trust challenge for customer experience leaders, as brands accelerate adoption
UK brand leaders are being urged to address a growing ‘Experience Divide’, as new research reveals a stark mismatch between
AI adoption among contact centre leaders initially centred on chatbots and virtual assistants. While these tools remain valuable, the real
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
The Contact Centre Summit connects like-minded peers, helping you source the latest and most innovative products & services based on your interests
Artificial intelligence is expected to significantly reshape frontline roles in customer service, with more than 80% of organisations planning to
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