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 […]
December 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 […]
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 […]
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 […]
INDUSTRY SPOTLIGHT: Emerging Global Services AI contact center solutions
Emerging Global Services delivers hybrid AI contact center solutions that combine intelligent automation with human expertise. How it works: Our AI handles routine customer inquiries instantly – appointment scheduling, basic troubleshooting, insurance verification, and common questions. When calls require empathy, complex problem-solving, or specialized knowledge, our 2,000+ bilingual agents in Mexico step in seamlessly. This hybrid […]
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 […]