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)– […]
Last chance to register for this month’s Contact Centre & Customer Service Summit
The Contact Centre & Customer Service Summit offers you the unrivalled opportunity to meet 1-2-1 with suppliers and their latest solutions to an evolving industry – and we only have a handful of delegate places left! Date: Monday 8th and Tuesday 9th SeptemberVenue: Hilton Manchester Deansgate Click Here To Register This unmissable event is entirely free for industry professionals, […]
KNOWLEDGE MANAGEMENT MONTH: Capturing and curating frontline insights in real time
The most effective contact centres aren’t just managing knowledge, they’re creating it. As customer needs evolve faster than ever and product ecosystems grow increasingly complex, frontline agents have become a critical source of insight. Progressive organisations are now harnessing this real-time intelligence by empowering agents to generate, refine, and feed back into their knowledge management […]
MGI Learning – Transforming Service, Empowering Teams
At MGI Learning, we partner with organisations worldwide to develop customer-focused cultures that deliver measurable business results. With over 25 years of experience, our training programmes are practical, engaging and easy to implement in busy contact centre environments. Embedding learning for real impact Our training is built around our Mindset, Language & Actions Toolkit, proven to improve […]
5 Minutes With… Joel Walker, MD – Platform Services and Co-Founder, The Knowledge Group (tkg)
In the latest instalment of our contact centre industry executive interview series we speak to Joel Walker, MD – Platform Services and Co-Founder, The Knowledge Group (tkg), about the biggest challenges being faced by the sector, the opportunities created when big data meets AI, the potential of Africa as a base for service delivery and […]
The WhatsApp revolution that’s redefining contact centres
Customer expectations are rising fast. Whether you’re managing thousands of daily service interactions or evolving CX strategy, the pressure to deliver a seamless, fast and effective service is intensifying. As customer behaviour accelerates toward a mobile-first, asynchronous service, a quiet revolution is underway and WhatsApp is at its core. WhatsApp is no longer just a […]
