AGENT COACHING MONTH: From call sampling to 100% interaction coverage
Quality assurance (QA) in contact centres has relied on call sampling: a small percentage of interactions reviewed manually, scored against a framework, then fed into coaching. That model is increasingly seen as insufficient, not because QA teams aren’t diligent, but because sampling cannot keep pace with the volume, channel mix and risk profile of modern […]
February 2026 is Analytics 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 February we’re focusing on Analytics 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 […]
AGENT COACHING MONTH: KPIs That Prove ROI in Customer Experience and Retention
Agent coaching has long been recognised as a critical driver of service quality, yet many contact centres still struggle to demonstrate its tangible business impact. With budgets under scrutiny and performance expectations rising, senior leaders are demanding clear evidence that coaching investment translates into better customer outcomes and stronger workforce retention. The answer lies in […]
Start 2026 on the front foot: Register for the Contact Centre & Customer Services Summit today!
Hit the ground running this year by securing your delegate place at the Contact Centre & Customer Services Summit – over two days you’ll explore the latest trends, solutions and strategies shaping the sector. Date: 6th & 7th May 2026 Venue: Radisson Hotel Conference Centre, London Heathrow Complimentary access for senior professionals Reserve your place here We have flexible […]
AGENT COACHING MONTH: Embedding coaching into daily agent workflows
Agent coaching in contact centres has tended to follow a familiar pattern: scheduled sessions, post-call reviews and periodic performance discussions. While well intentioned, this approach often struggled to keep pace with fast-moving customer interactions and the realities of high-volume, multi-channel environments. However, leaders attending the Contact Centre Summit are shifting away from episodic coaching and […]
Upskill your career with our online courses for contact centre professionals – Fully revised & updated for 2026
Did you know we have a wide selection of online courses tailored specifically for the contact centre sector, enabling you to both amass new skills and improve existing ones in 2026 and beyond – log in start learning today! These are specially-curated online courses designed to help you and your team improve expertise and learn […]
January 2026 is Agent Coaching & Monitoring Month on Contact Centre Briefing – Make sure your solutions are featured!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in January we’re focusing on Agent Coaching & Monitoring 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 […]
CRM MONTH: From Data to Decisions – Turning CRM analytics into actionable customer experience improvements
Over the past decade, CRM systems have evolved from simple case management tools into powerful, insight-rich customer engagement platforms. Yet many contact centres still struggle to convert the huge volumes of data these systems generate into decisions that genuinely improve customer experience. Successful customer service teams attending the Contact Centre Summit are treating CRM analytics […]
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 […]