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 […]
August 2025 is Training & Development 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 August we’re focusing on Training & Development 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 […]
Automation and AI assistants set dominate the customer support agenda for rest of decade
Automation, AI assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner. “AI and rapidly changing customer expectations are driving the evolution of the customer service function,” said Brad Fager, Senior Director Analyst in the Gartner Customer Service and Support practice. Agentic AI is driving the function […]
Corporate Gifting with Simply Thank You
For over 30 years, Simply Thank You has delivered smart, personalised gifting solutions that turn everyday interactions into standout brand experiences. Trusted by many of the UK’s leading FTSE 100 companies, we support strategies across customer acquisition, loyalty, and service recovery – all with one purpose: to help you build stronger, longer-lasting relationships. From physical […]
VIRTUAL CONTACT CENTRE MONTH: 6 technology stack essentials for success
As virtual contact centres proliferate, getting the technology stack right has never been more critical. For senior customer service leaders, the shift to cloud-first operations requires not only robust infrastructure, but also smart integration across communication, workforce management, and security platforms… At the heart of every virtual contact centre is a reliable cloud telephony system. […]
At Darwin, we don’t sell technology — we simplify the path to the right solution
Our process sits ahead of the technology, acting as a trusted advisor to streamline your IT procurement from start to finish. The technology market is complex and constantly evolving. Choosing the wrong solution or supplier can be costly and time consuming. At Darwin, we remove that risk. We manage the entire procurement journey on your […]
AI MONTH: 75% of analytics content will leverage GenAI for contextual intelligence by 2027
Seventy-five percent of new analytics content will be contextualised for intelligent applications through GenAI by 2027, enabling all types of organisations to create composable connection between insights and actions. A Gartner survey of 403 analytics or AI leaders, conducted between October and December 2024, revealed over 50% report their organisations use AI tools for automated insights […]
This could be your itinerary at the Contact Centre & Customer Services Summit
Would you be interested in meeting with leading suppliers at the Contact Centre & Customer Services Summit – an event for senior professionals looking to improve their contact centre and customer service strategies? Monday 8th and Tuesday 9th September Hilton Manchester Deansgate Your complimentary invitation includes: Register here >> The format of the event will be as follows: Monday 8th […]
AI MONTH: From Pilot to Scale – Choosing the best solutions for you contact centre transformation
While pilot AI projects have shown impressive promise in automating responses, summarising calls, and coaching agents in real time, success at scale depends on choosing the right technology partner. For leaders attending the Contact Centre & Customer Services Summit, the focus is now shifting from early experimentation to enterprise-wide implementation… Integration with Existing Platforms One […]
July 2025 is Virtual Contact Centres 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 July we’re focusing on Virtual Call/Contact Centre 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 […]
