A common challenge for customer service professionals is determining the right balance between real-time analytics and historical analytics. Each approach has its strengths,
Data analytics has long been an essential tool for contact centres looking to enhance customer experience (CX). While many organisations
Traditional lengthy training sessions are giving way to microlearning, a modern approach that delivers short, targeted learning modules designed to enhance
AI adoption has continued at pace throughout 2024, but the vast majority of organisations have yet to embed AI enabled
The rise of Artificial Intelligence (AI) is transforming the contact centre industry, and one of its most impactful applications is in agent monitoring
The Contact Centre & Customer Services Summit enables you to meet top suppliers, learn in seminars and network with peers, all
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
The hybrid work model has become the norm in the contact centre industry, combining remote and on-site operations to maximise
Agent coaching and monitoring is critical to delivering exceptional customer experiences, improving employee performance, and driving business success. Effective coaching
40% of all customer service issues will be fully resolved by unofficial third-party tools powered by GenAI by 2027, with
We have a wide selection of online courses tailored specifically for the contact centre sector, enabling you to both amass
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market –
Customer Relationship Management (CRM) systems are indispensable for contact centres and customer care teams, as businesses strive to deliver personalised,
Sixty percent of Gen Z craves the speed and convenience of AI-powered customer service, but still prefer human interaction for
The European Contact Centre and Customer Service Awards (ECCCSA) 2024 have celebrated excellence across the customer service and contact centre
