Gen Z favours authentic, human-led communication, says research
There is a decisive shift in consumer trust and digital engagement that is set to reshape brand strategy in 2026: Rather than responding to institutional brand messaging or heritage-led positioning, audiences — particularly Gen Z — increasingly favour authentic, human-led communication and trust signals shaped by real individuals and lived experiences. Research conducted by Pulse […]
Cyber Resilience by Design: Integrating security into cloud contact centre platforms
Cybersecurity must be designed into the core of every system, workflow and integration in the cloud-based contact centre. Most contact centres are now always-on digital environments connecting agents, customers, AI tools, analytics engines, and third-party applications across multiple networks. That interconnectedness brings huge operational benefits but also a dramatically expanded attack surface. For senior CX […]
DISPLAY BOARDS MONTH: Visualising real-time CX performance in the modern contact centre
The contact centre floor looks very different from a decade ago. Static wallboards displaying call volumes and wait times have given way to dynamic, data-rich display boards that act as real-time engagement hubs for agents and supervisors. These next-generation visual tools are reshaping performance management, motivation, and customer outcomes, turning data into action right where […]
December 2025 is CRM 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 December we’re focusing on CRM 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 […]
Explore the latest trends at the Contact Centre & Customer Services Summit
You’re invited to join us as a guest for the Contact Centre & Customer Services Summit, a two-day event designed for decision-makers and industry leaders to connect, learn and discover the latest innovations in the sector. Contact Centre & Customer Services May 2026 Date: 6th & 7th May 2026 Venue: Radisson Hotel Conference Centre, London Heathrow Complimentary access […]
DISPLAY BOARDS MONTH: Best practice in display board layout, content and communication
In contact centres, visibility is everything. Whether managing remote teams, omnichannel customer journeys, or live service-level targets, display boards remain one of the most effective tools for keeping staff informed and motivated. But as operations become more complex, so too must the way performance information is displayed. The best display boards go beyond dashboards and […]
Cyber incidents costing organisations £2.7m annually
Red Canary’s latest Security Operations Trends Report shows that security operations centre (SOC) teams continue to struggle with the challenges of securing cloud environments, identities, and AI technologies amid evolving threats, amplifying the risk and business impact of cyberattacks. Over the past year, security leaders estimate that, on average, cyber incidents cost their organisation $3.7 […]
Research highlights value of ‘observability’ as part of customer experience
Cisco’s ‘Splunk’ State of Observability 2025: The Rise of a Business Catalyst report highlights the critical role observability plays in delivering business value – from elevating customer experience and boosting employee productivity to guiding strategic business decisions at the highest levels. It also underscores both the opportunities and challenges of observability in the AI era, where AI is helping ITOps and […]
WEB SELF-SERVICE/CHAT MONTH: The KPIs that define successful web self-service in 2026
The primary measure of web self-service success was originally quite simple: call deflection. If fewer customers phoned the contact centre, the system was considered effective. But as digital CX matures, organisations are recognising that deflection alone doesn’t tell the full story. A drop in call volumes could mean a frictionless digital journey or a frustrated […]
Contact Centre & Customer Service Summit: Registration now open for May 2026 event
Registration is now open for one of the most anticipated industry events of next year – the Contact Centre & Customer Service Summit! What: Contact Centre & Customer Service SummitWhen: Wednesday 6th and Thursday 7th MayWhere: Radisson Hotel & Conference Centre, London Heathrow Explore what’s new in the industry at this ever-popular event that offers […]