Costs associated with GenAI-based resolutions to eclipse offshore human agent costs
The cost per resolution for generative AI (GenAI) will exceed $3 by 2030, higher than many B2C offshore human agents, driven by rising data centre costs, a pivot from subsidised growth to profitability for AI vendors, and increasingly complex use cases. “Customer service leaders are determined to use AI to reduce costs, but return on […]
Usage of agentic AI for customer interactions to surge
Sixty per cent of brands will use agentic AI to facilitate streamlined one-to-one interactions with customers by 2028, shifting traditional channel-based approaches and ushering in a new era of personalised, autonomous engagement. That’s according to boffins at Gartner, which states that these AI agents will act as persistent digital concierges, seamlessly spanning marketing, sales and […]
AGENT COACHING MONTH: From call sampling to 100% interaction coverage
Quality assurance (QA) in contact centres has relied on call sampling: a small percentage of interactions reviewed manually, scored against a framework, then fed into coaching. That model is increasingly seen as insufficient, not because QA teams aren’t diligent, but because sampling cannot keep pace with the volume, channel mix and risk profile of modern […]
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 February 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 […]
WhatsApp AI agents for contact centres
As we head into 2026, customers expect to complete tasks inside the conversation. In the UK, that expectation is increasingly shaped by WhatsApp. Ofcom reports that 90% of UK online adults used WhatsApp in 2025, and 74% accessed it daily in May 2025, up from 64% in May 2024. That shift matters for contact centres […]
AGENT COACHING MONTH: KPIs That Prove ROI in Customer Experience and Retention
Agent coaching has long been recognised as a critical driver of service quality, yet many contact centres still struggle to demonstrate its tangible business impact. With budgets under scrutiny and performance expectations rising, senior leaders are demanding clear evidence that coaching investment translates into better customer outcomes and stronger workforce retention. The answer lies in […]
Designing for Everyone: A guide to the inclusive design principles
By Henny Swan, Director at TetraLogical Nearly a decade after their publication in 2016, the Inclusive Design Principles (IDP) remain one of the most enduring frameworks in digital accessibility. They were created to bridge an important gap that still exists today, between meeting technical accessibility requirements and creating digital experiences that truly include people of all disabilities. […]
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 […]
AGENT COACHING MONTH: Embedding coaching into daily agent workflows
Agent coaching in contact centres has tended to follow a familiar pattern: scheduled sessions, post-call reviews and periodic performance discussions. While well intentioned, this approach often struggled to keep pace with fast-moving customer interactions and the realities of high-volume, multi-channel environments. However, leaders attending the Contact Centre Summit are shifting away from episodic coaching and […]
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 […]