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
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
