RSVP: Contact Centre & Customer Services Summit – April 2025
You’re invited to the unique and exclusive Contact Centre & Customer Services Summit this April – Secure your free delegate place today! Connect 1-on-1 with top-tier suppliers offering innovative solutions to elevate your business projects, listen to insightful seminars led by industry experts, connect with like-minded professionals, and explore future collaboration opportunities. DATE: 28th & 29th April 2025 VENUE: Radisson Hotel & […]
March 2025 is Technology 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 March we’re focusing on Technology 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 […]
NICE research highlights need to prioritise vulnerable customers
Despite growing awareness of consumer vulnerability in contact centres, a hidden crisis persists in the UK, with many individuals remaining unaware of their own vulnerable status, leaving them at greater risk as their circumstances change. According to the second annual customer vulnerability survey by NICE, 19% of UK consumers now identify as vulnerable, marking an increase of over one million […]
ANALYTICS MONTH: How to balance real-time & historical data for the best outcomes
A common challenge for customer service professionals is determining the right balance between real-time analytics and historical analytics. Each approach has its strengths, and an effective contact centre strategy must integrate both, as we outline below… Understanding Real-Time Analytics Real-time analytics processes data as it happens, offering immediate insights into customer interactions. This type of analytics is invaluable […]
ANALYTICS MONTH: 4 ways to generate actionable insights in the contact centre
Data analytics has long been an essential tool for contact centres looking to enhance customer experience (CX). While many organisations collect vast amounts of customer data, the real challenge lies in transforming it into actionable insights. By effectively leveraging analytics, contact centres can improve response times, personalise interactions, and increase customer satisfaction. Here’s 5 ways […]
AGENT COACHING MONTH: From training to mastery with microlearning
Traditional lengthy training sessions are giving way to microlearning, a modern approach that delivers short, targeted learning modules designed to enhance knowledge retention and agent performance. For many contact centre leaders, embracing microlearning is proving to be a game-changer in agent development – here’s how it works… What is Microlearning? Microlearning breaks down complex topics into […]
What next for AI and customer engagement in 2025?
AI adoption has continued at pace throughout 2024, but the vast majority of organisations have yet to embed AI enabled innovation within core operational processes. One third are engaging in limited implementation, while 45% are still in the exploratory phase. While there is no denying the power of GenAI, the majority of businesses have struggled both […]
AGENT COACHING MONTH: Harnessing AI for real-time feedback
The rise of Artificial Intelligence (AI) is transforming the contact centre industry, and one of its most impactful applications is in agent monitoring and feedback. By leveraging AI-powered tools, contact centres are already redefining how they assess and improve agent performance, driving higher efficiency and customer satisfaction – here’s how… The Role of AI in Agent Monitoring AI-powered […]
VIDEO: April’s Contact Centre & Customer Services Summit is filling up fast – Here’s what to expect
The Contact Centre & Customer Services Summit enables you to meet top suppliers, learn in seminars and network with peers, all in one location over two days – Watch our short attendee experience video to see what you can expect at the event! The event is invitation only, and is entirely free for industry professionals, like you, to attend. 28th & 29th […]
February 2025 is Analytics 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 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 […]
