November 2025 is Display Boards 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 November we’re focusing on Display Board 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 […]
CX Solutions Summit: Last chance to register for this month’s event
This is your exclusive invitation to the CX Solutions Summit, taking place on 22nd October at the Hilton London Canary Wharf – but we only have an handful of complimentary delegate places left! This is a free-to-attend, highly focused event designed for senior professionals in the CX sector. Unlike a busy expo, the Summit is intimate, […]
AI Impact Assessments: The Key To Trustworthy AI
Artificial intelligence has advanced from experimental projects on the fringes of business to focal points of board-level strategy in record time. From automating fraud detection to reshaping customer service, executives are placing bold bets on AI to streamline costs and unlock new sources of growth. Yet, as a team of AI governance experts outline, amid the excitement, there is […]
Human customer services here to stay despite rise of AI
A bold prediction from the boffins at Gartner: By 2028, none of the Fortune 500 companies will have fully eliminated human customer service. Despite widespread speculation surrounding the replacement of customer service jobs with AI agents, Gartner experts said that a completely agentless future is both unlikely and undesirable. “AI and automation are transforming how […]
KNOWLEDGE MANAGEMENT MONTH: How AI is helping agents stay ahead of the game
Knowledge has always been the backbone of effective contact centres. Yet traditional knowledge bases, usually static repositories of articles and FAQs, have often struggled to keep pace with customer expectations and the realities of hybrid, omnichannel support. Advances in artificial intelligence (AI) are transforming knowledge management into something smarter, faster, and simpler, reshaping both the […]
October 2025 is Web Self Service/Chat 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 October we’re focusing on Web Self Service/Chat 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 […]
INDUSTRY SPOTLIGHT: Flexible, scalable training for contact centres
We understand that contact centres and customer service operations value training solutions that are practical, efficient and engaging. At MGI Learning, we provide flexible training designed to fit into busy environments. Delivered through easy to implement Learning Journeys, the training is proven to deliver measurable improvements in employee engagement, customer satisfaction, NPS and operational effectiveness. […]
KNOWLEDGE MANAGEMENT MONTH: Tips for supporting distributed teams and remote agents
Many contact centres have transformed from centralised hubs towards a distributed workforce ecosystem. Agents can now work across home offices, satellite hubs, and traditional centres, sometimes all within the same week. For contact centre leaders attending our Summit, the challenge is clear: how do you ensure every agent has consistent, accurate, and timely knowledge at […]
Smarter sourcing starts with better data
Sourcing decisions influence more than budgets. They shape customer outcomes. As expectations rise and operations become more complex, the case for evidence-led, people-focused sourcing is only getting stronger. Culture that supports performance High-performing teams are built through sustained investment in the employee experience. This includes clear career development, strong coaching, and environments that support energy, […]
SAVE THE DATE: Contact Centre & Customer Services Summit – May 2026
The next Contact Centre & Customer Services Summit takes place on May 6th & 7th 2026 at the Radisson Hotel & Conference Centre London Heathrow – 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 industry seminar sessions (included within your itinerary)– […]
