TECHNOLOGY MONTH: Building secure, scalable contact centre infrastructure for public sector teams
For public sector contact centres, from local authorities to NHS services and central government helplines, resilience is an operational requirement. Citizen demand remains high, budgets are tight and scrutiny is intense. At the same time, hybrid working has become embedded, increasing both flexibility and risk. Against this backdrop, senior contact centre leaders are prioritising infrastructure […]
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 skills gaps risk affecting future availability, customer service and wider social outcomes – that’s according to the Institute of Grocery Distribution (IGD), which is issuing a rallying cry for coordinated industry action to address these challenges. Its […]
The CX Solutions Summit is back for 2026 – Secure your delegate place today!
If you’re interested in bespoke 1-2-1 meetings with leading CX suppliers then the CX Solutions Summit is the only event you need in 2026 – and delegate registration is now open! Wednesday 21st October 2026 Hilton, London Canary Wharf Your complimentary invitation includes: Register here >> Here’s what your working day could look like: Wednesday 21st […]
ANALYTICS MONTH: Why speech, text and interaction data is becoming the new QA model in public services
Across councils and NHS contact centres, quality assurance (QA) has traditionally relied on sampling, primarily reviewing a small percentage of calls each month to assess compliance and performance. While this approach has served its purpose, it was always constrained by scale. That limitation is becoming increasingly difficult to justify. Rising contact volumes, growing regulatory scrutiny […]
March 2026 is Technology Month on Contact Centre Briefing – Make sure your solutions are part of the story!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in March we’re focusing on Technology 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 supplier […]
ANALYTICS MONTH: Using analytics in the contact centre without creating a surveillance culture
Data analytics is now central to how contact centres manage performance. From real-time dashboards to speech analytics and automated QA, organisations have more visibility than ever into what happens across customer interactions. But customer service leaders are facing a challenge: how to use analytics to improve outcomes without creating a culture of surveillance that damages […]
Costs associated with GenAI-based resolutions to eclipse offshore human agent costs
The cost per resolution for generative AI (GenAI) will exceed $3 by 2030, higher than many B2C offshore human agents, driven by rising data centre costs, a pivot from subsidised growth to profitability for AI vendors, and increasingly complex use cases. “Customer service leaders are determined to use AI to reduce costs, but return on […]
Contact Centre & Customer Services Summit: Only 3 months to go!
The first Contact Centre & Customer Services Summit of 2026 is just 12 weeks away, and delegate places are in high demand! Date: 6th & 7th May 2026 Venue: Radisson Hotel Conference Centre, London Heathrow Complimentary access for senior professionals Reserve your place here The event is completely free to attend – We will have your accommodation […]
ANALYTICS MONTH: Using insight to cut repeat contact and failure demand in public sector services
Public sector contact centres sit on the front line of citizen experience, with demand shaped by rising complexity, constrained budgets and heightened expectations for fast resolution. For many organisations, the biggest opportunity isn’t handling more contacts efficiently, but reducing the number of contacts that shouldn’t be happening in the first place. That’s where analytics has […]
Usage of agentic AI for customer interactions to surge
Sixty per cent of brands will use agentic AI to facilitate streamlined one-to-one interactions with customers by 2028, shifting traditional channel-based approaches and ushering in a new era of personalised, autonomous engagement. That’s according to boffins at Gartner, which states that these AI agents will act as persistent digital concierges, seamlessly spanning marketing, sales and […]