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 January 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 […]
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 […]
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 […]
Clearing the AI confusion: The contact centre’s guide to smarter tech buying
With advancements in AI and automation, there has never been a better chance to move your contact centre operation from a necessary cost to a powerful engine for business value. But with this excitement comes a challenge: too much choice and vendor hype. With dozens of vendors all promising the future, it can be hard […]
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 […]
Leveraging predictive AI to drive value from financial compliance
The FCA’s Consumer Duty expectations herald a well-embedded regulation within financial services compliance. Not only must firms now evidence customer understanding and customer support but the FCA’s intelligence-led approach will also highlight non-compliant behaviours, raising the chances of unwanted attention for firms that fail to adapt. While it is no surprise that AI is being widely promoted as the solution […]
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 […]