Customer service highlighted as pressure point in food & drink industry skills shortages
One in eight of all UK jobs are in the food and drink industry and yet long‑term workforce shortages and
One in eight of all UK jobs are in the food and drink industry and yet long‑term workforce shortages and
If you’re interested in bespoke 1-2-1 meetings with leading CX suppliers then the CX Solutions Summit is the only event you
The FCA launched its Market Study into the distribution of pure protection products in 2024, signalling a renewed and wide-ranging focus
Across councils and NHS contact centres, quality assurance (QA) has traditionally relied on sampling, primarily reviewing a small percentage of
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Absolute Intelligence delivers compliant customer engagement at scale by combining proprietary Conversational AI voice agents with expert South African customer
Data analytics is now central to how contact centres manage performance. Contact centre analytics gives organisations greater visibility into customer interactions through
The cost per resolution for generative AI (GenAI) will exceed $3 by 2030, higher than many B2C offshore human agents,
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
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) has long been a cornerstone of contact centre performance management, helping organisations monitor service quality, identify coaching
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