5 Minutes With… Joel Walker, MD – Platform Services and Co-Founder, The Knowledge Group (tkg)
In the latest instalment of our contact centre industry executive interview series we speak to Joel Walker, MD – Platform Services and Co-Founder, The Knowledge Group (tkg), about the biggest challenges being faced by the sector, the opportunities created when big data meets AI, the potential of Africa as a base for service delivery and […]
TRAINING & DEVELOPMENT MONTH: Top tips for coaching tomorrow’s contact centre leaders
Senior contact centre professionals attending the Contact Centre & Customer Services Summit aren’t just managing KPIs: they’re navigating AI integration, remote workforces, regulatory changes, and heightened customer expectations. To thrive in this environment, organisations must proactively develop the next generation of leaders through structured coaching and development programmes… From Team Leads to Strategic Thinkers Traditionally, […]
Market Data: AI dominating contact centre procurement agendas
Artificial Intelligence is by far the most in-demand solution required by contact centres across the UK, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on September 8th & 9th in Manchester. Delegates registering to attend the event are asked which areas […]
September 2025 is Knowledge Management 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 September we’re focusing on Knowledge Management 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 […]
TRAINING & DEVELOPMENT MONTH: Moving beyond the script towards soft skills in an age of empathy, AI and escalation
As we regularly discuss, customer expectations are rising as fast as technological change. While artificial intelligence (AI) and automation handle increasingly complex tasks, the human element is more vital than ever, particularly when it comes to empathy, judgment, and de-escalation. For contact centre leaders attending the Summit, the challenge is clear: to train agents not […]
Organisational readiness key to maximising new customer service technology
Customer service leaders who are effective at vendor and product evaluation activities saw only a 50% increase in the likelihood that they’d achieve their technology goals. By contrast, leaders who are effective at organisational readiness activities saw a 300% increase. A Gartner survey, conducted between December 2024 and January 2025, examined the strategies of over […]
VIRTUAL CONTACT CENTRE MONTH: How to balance flexibility with compliance as part of the remote model
Customer service leaders are being challenged to rethink how they manage compliance, data security, and quality assurance beyond the traditional office perimeter. While the flexibility of virtual operations brings operational and cost efficiencies, it also raises the stakes in protecting sensitive customer data and maintaining service quality… At the heart of this shift is the […]
Contact Centre & Customer Services Summit: The home of thought leadership
This September at the Contact Centre & Customer Services Summit Gareth Bray, Business Development Director at Premier CX, will present “The Power of WhatsApp Automation in the Contact Centre”, using case study examples of how WhatsApp automation and integration can be used to… Monday 8th and Tuesday 9th September Hilton Manchester Deansgate View the full seminar programme […]
August 2025 is Training & Development 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 August we’re focusing on Training & Development 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 […]
Automation and AI assistants set dominate the customer support agenda for rest of decade
Automation, AI assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner. “AI and rapidly changing customer expectations are driving the evolution of the customer service function,” said Brad Fager, Senior Director Analyst in the Gartner Customer Service and Support practice. Agentic AI is driving the function […]