TECHNOLOGY MONTH: The growing role of speech analytics
Speech analytics is rapidly gaining traction in contact centres, driven by advances in AI-based voice recognition. By transcribing and analysing calls, these tools unlock insights that improve customer service. The global market reflects this surge, growing from $3.1 billion in 2024 to $3.8 billion in 2025, according to The Business Research Company. In practice, speech analytics […]
INDUSTRY SPOTLIGHT: Darwin – We are not the technology; we are the process that sits in front of it
Darwin removes the pain from buying business technology at every step. We deal directly with sales teams, so you get a streamlined buying process. From discovery to delivery, gain free, impartial advice and a rock solid qualification process that inform your choices of technology, vendors and solutions. Businesses face huge costs by not choosing the right technologies or […]
Unobvious things to prioritise in an outsourced contact centre
Outsourcing customer support is a strategic decision, but what should drive that choice? Many businesses focus on cost first, often comparing hourly rates. But the real question isn’t how much you pay per hour; it’s what you get for that investment. Cost per resolved issue is what truly matters. If inefficiencies slow down response times […]
INDUSTRY SPOTLIGHT: Puzzel Virtual Agent Suite
Unlock the power of automation with Puzzel’s Chat Agent, Voice Agent, and Email Agent. Designed to enhance customer support, these AI agents streamline routine tasks, reduce wait times, and boost agent productivity—all while delivering secure, reliable service. By leveraging advanced AI, our virtual agents provide personalised, context-aware responses, allowing your team to focus on high-value […]
LUNCH & LEARN SEMINAR: Faster, Smarter, More Cost-Effective Contact Centres
Looking for a scalable contact centre solution that delivers value fast? Migrating or implementing a cloud based contact centre doesn’t have to be complicated. Join us for an exclusive Lunch and Learn Seminar to explore how you can transform customer engagement – without the complexity. Date: 3rd April 2025Location: The Ned, The RWB Room, 6th Floor, 27 […]
INDUSTRY SPOTLIGHT: Invest North East England (INEE)
Who are we? Invest North East England (INEE) is the strategic inward investment agency for the North East Combined Authority and is the first point of contact for businesses looking to locate and invest in our region. Our aim is to support new inward investment and promote the region as prime location for businesses to […]
ANALYTICS MONTH: Choosing solutions that will scale with your business and provide ROI
Data-driven decision-making is essential for contact centres looking to enhance customer experience, agent performance, and operational efficiency. With the rise of AI-powered analytics, real-time monitoring, and predictive insights, selecting the right analytics partner is crucial. However, with many providers offering a range of solutions, contact centre leaders must evaluate vendors based on scalability, integration, reporting capabilities, and cost-effectiveness. Here’s how delegates […]
Analytics demonstrate the transformative power of video for contact centres
Video has become the preferred media for consumers to get information (think YouTube, TikTok, Instagram etc) and is therefore a must-have medium for businesses to engage their customers. This trend is particularly evident in contact centres, where video content can significantly enhance customer experience (CX). Videos capture and retain audience attention more effectively than text-based […]
INDUSTRY SPOTLIGHT: Zoho Desk – Strike great customer service every time
At Zoho UK, we believe in working smarter, not harder. With over 90 million users and more than 50 apps under our belt, we’re all about making business life easier. Our tools help streamline workflows, boost productivity, and most importantly, keep your customers happy. If you’re leading a customer service team, you’ll love Zoho Desk. It’s […]
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 & […]
