ANALYTICS MONTH: Using insight to cut repeat contact and failure demand in public sector services
Public sector contact centres sit on the front line of citizen experience, with demand shaped by rising complexity, constrained budgets
Public sector contact centres sit on the front line of citizen experience, with demand shaped by rising complexity, constrained budgets
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
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