‘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 […]
A Guide to Building an AI Knowledge Base (+3 Best Practices)
As your business grows, so do the number of customer inquiries – many simple, others complex. While your support agents work hard to tackle them all, rising ticket volumes can lead to higher stress levels and longer response times. AI Knowledge Base is a powerful tool that helps to reduce pressure on your support staff […]
Upload a Call. Get Instant AI Insights with Hear
If you run a contact center, you’re sitting on one of the most valuable — and underused — assets in your entire business. For the first time, we’re helping you unlock it. Getting answers to vital questions like: Why are my sales slipping? Why is customer satisfaction declining? How can we reduce refund requests? has never been […]
How Voice AI is reshaping customer experience in the contact centre landscape
In 2025, the contact centre industry finds itself at a crossroads. Automation is accelerating, customer expectations are rising, and the tools of the past are no longer enough to meet the moment. While many organisations are investing in digital transformation, the data tells a clear story: 72% of consumers still prefer to resolve customer service […]
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: […]
Automating complex conversations on WhatsApp
Hubtype is a conversational automation platform designed for enterprises that need to manage high volumes of customer interactions without compromising on quality or control. With over 80% of UK consumers using WhatsApp, and more businesses turning to messaging as a core service channel, expectations for seamless support continue to rise. Manual support is expensive and […]
Why UK firms should outsource customer care and overcome the myths
In today’s competitive market, UK businesses must balance cost efficiency with exceptional customer service. Outsourcing customer care offers a strategic solution, yet misconceptions often hold firms back. Here’s why it’s worth reconsidering, and why the common concerns don’t hold up. The case for outsourcing Cost savings are a key driver, as outsourcing to regions with […]
The Knowledge Group (tkg): Unlocking your outsourcing and technology potential
At The Knowledge Group (tkg), we empower organisations to make smarter decisions across their BPO, technology, and business services spend. Through a unique combination of market intelligence, expert advisory, and AI-driven procurement tools, we help businesses unlock value, streamline operations, and build partnerships that drive long-term success. What we do We offer a comprehensive suite of services […]
