SOCIAL MEDIA MONTH: How contact centres are deploying social-first customer service strategies
Customer expectations are higher than ever – and they’re increasingly playing out in public. As consumers continue to shift away from traditional phone and email support, social media has become a frontline service channelfor UK contact centres. Senior customer service leaders are now rethinking their operating models to deliver fast, empathetic, and visible service across platforms like X […]
AUTOMATED CUSTOMER SATISFACTION MONTH: How contact centres are using automated feedback to drive agent performance and training
Customer expectations for service excellence are higher than ever, and contact centres across the UK are under increasing pressure to deliver personalised experiences at scale. To meet this challenge, leading organisations are embracing automated feedback systems—turning real-time customer satisfaction data into powerful tools for agent performance improvement, personalised training, and employee engagement… Traditionally, contact centres relied on […]
‘Concerning gaps’ in cyber crisis response across multiple sectors
A global study has highlighted what it calls an urgent need for unified cyber crisis management, as most organisations fall short when it matters most. Semperis’ research, The State of Enterprise Cyber Crisis Readiness, highlights a ‘dangerous’ gap between perceived readiness and real-world response capabilities. “Cyberattacks don’t check your calendar — they hit when you’re at […]
SAVE THE DATE: Contact Centre & Customer Services Summit – September 2025
Don’t worry if you missed this week’s first Contact Centre & Customer Services Summit of 2025, the next event takes place on September 8th & 9th at the Hilton Deansgate in Manchester – Register as a delegate today! Your complimentary pass includes: – A corporate “speed-dating” itinerary of one-to-one meetings with solution providers– A seat at our […]
May 2025 is Social Media Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a […]
Market Data: 2025 contact centre buying trends revealed
Artificial Intelligence, Call Centre Technology and Agent Coaching & Monitoring still top the list of solutions the UK’s leading industry professionals are sourcing in 2024, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on April 28th & 29th in London, with […]
FINAL CALL: Will you be joining us at the Contact Centre & Customer Services Summit this month?
The invite-only Contact Centre & Customer Services Summit provides the best experience for professionals who are looking to explore a diverse range of Contact Centre and Services solutions and connect with people in a highly focused and intimate environment. Date: Monday 28th and Tuesday 29th AprilVenue: Radisson Hotel & Conference Centre, London Heathrow Featured Seminars: Your complimentary pass includes: […]
AUTOMATED CUSTOMER SATISFACTION MONTH: The rise of passive and predictive CSAT in customer service strategy
For decades, Customer Satisfaction (CSAT) scores have relied heavily on post-interaction surveys—typically asking customers to rate their experience on a scale of 1 to 5. But with declining response rates and survey fatigue, many leaders are now embracing passive and predictive approaches to customer satisfaction, powered by AI, machine learning, and behavioural analytics. These tools are enabling contact centres […]
TECHNOLOGY MONTH: Exploring solutions for hybrid & remote workforce management
With remote and hybrid work models seemingly here to stay, contact centres are embracing advanced solutions to manage their distributed workforce efficiently. With cloud-based platforms, real-time analytics, and remote agent monitoring tools, businesses are improving productivity, compliance, and customer experience – all while maintaining the flexibility that modern agents expect. This year, the success of remote and hybrid contact centres […]
Contact Centre & Customer Services Summit: Your ticket to success
Would you like to join us in April at the Contact Centre & Customer Services Summit, where top speakers such as Rachel Stone-Browning from ESPO, and Jo Pringle from Premier CX, will be sharing their experience and knowledge? 28th & 29th April 2025 Radisson Hotel & Conference Centre, Heathrow Airport Your pass is complimentary – […]
