NW Hearts Charity is your local charity – Here’s how your organisation can get involved
NW Hearts Charity is your local charity, supporting people across Greater Manchester. We are passionate about improving the lives of people who are living with, or at risk of, heart disease, and their families. We fund projects which change lives. NW Hearts Charity is determined to reduce heart health inequalities by improving access to high […]
ECCCSAs: Nominations close July 17th – Enter today!
The longest running and largest awards programme in the European customer contact industry is OPEN and accepting nominations until Friday 17 July 2026. Entering this prestigious awards programme is easy. This year the ECCCSAs will recognise organisations from across Europe that are leading the way in Operational Performance, Employee Experience and Customer Experience. The programme […]
Unlocking the strategic value of contact centre data
Contact centre data is one of the most underutilised assets within modern organisations, despite offering a direct window into customer behaviour, sentiment and unmet need. Every interaction, whether a complaint, query or cancellation, contains rich, unfiltered insight into why customers make decisions. Yet in many businesses, this data remains siloed, inconsistently captured, or reduced to surface-level metrics […]
Zoho Desk: Service that actually holds up at scale
Most customer service platforms work… until they don’t. They handle tickets. They manage channels. But as volume grows and complexity increases, things start to break down. Agents switch between systems. Context gets lost. Reporting becomes a manual exercise. And service quality becomes inconsistent. That’s where Zoho Desk is different. Zoho Desk isn’t just a ticketing […]
ECCCSAs: The greatest awards programme in the European customer contact industry
For 26 years, the award-winning European Contact Centre & Customer Service Awards (ECCCSAs) have recognised organisations across Europe that are leading the way in delivering exceptional service to customers. These organisations continually innovate to improve the customer experience, value their people and optimise performance and outcomes. As the longest running and largest awards programme in […]
The hidden tax of AI in contact centres
AI is increasingly being positioned as a way to reduce cost-to-serve in the contact centre, but in reality, many businesses are adding an extra layer of cost long before they see any return. As organisations race to implement AI-first voice automation, a new cost layer is quietly emerging alongside that human spend: LLM compute, orchestration […]
New research highlights the UK is a nation of experience sharers and email enthusiasts
The UK is a nation of experience sharers and email is its predominant channel of choice, both for routine customer contact and for proactively telling organisations what they think. These are just some of the key findings from new research published by the CCMA (Contact Centre Management Association), supported by the customer engagement solution provider, […]
“Secure, Frictionless Customer Service in the Age of Fraud” (Telesign‑led)
Why? For PR‑style content, thought leadership performs better than product detail, especially in third‑party newsletters. Across previous event content, fraud, identity and trust consistently cut through with CX audiences because they are: Telesign already anchors this narrative well in Connect–Protect–Engage messaging used in event templates and CX‑focused summits. Recommended PR narrative Position this as industry insight, not a product pitch: Why […]
Thousands of professionals come together to celebrate National Contact Centre Day
The UK’s contact centre industry celebrated its first National Contact Centre Day yesterday, 4 March, with thousands of professionals from a variety of organisations coming together to shine a spotlight on the vital role the sector plays in society and the economy. The theme for this year’s National Contact Centre Day was Contact Centre as a Career, with […]
South Africa: The BPO destination everyone is talking about and why it matters
South Africa has rapidly emerged as one of the most talked-about global destinations for customer experience outsourcing and for good reason. In an environment where organisations are under increasing pressure to deliver seamless, high-quality customer interactions while managing cost and complexity, South Africa offers a rare combination of human capability, cultural alignment, and operational excellence […]