6 strategies for using contact centre technology in your business
It goes without saying that running an efficient contact centre is a challenging task. You have to ensure an excellent customer experience while also supporting your teams and scaling the business. The best way to scale your business without sacrificing service quality or overworking your agents is advanced contact centre technology. But to make it […]
Why adding another AI tool won’t fix your contact centre
When support starts breaking down, the instinct is to reach for a solution. Hire more agents, or switch providers, or deploy a chatbot. Each feels like a reasonable response to a real problem, and each tends to give temporary relief, followed by the same issues resurfacing a few months later. The reason these fixes don’t […]
Simply Contact – Your support system is the product
When customer support starts breaking, most companies look in the wrong place. They hire more agents, switch providers, or add another AI tool. But the issue is rarely the people or the technology. It’s that the support system was never designed to handle complexity in the first place. Simply Contact is an operations partner for companies […]
Final call for the Contact Centre & Customer Services Summit – Don’t miss out!
The Contact Centre & Customer Services Summit takes place in less than two weeks on 6th –7th May at the Radisson Hotel & Conference Centre London Heathrow. We have a limited number of fully funded places remaining for the event next month, and you’re welcome to join us for either 1 day or the full event, depending on what […]
May 2026 is Social Media 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 May we’re focusing on Social Media 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 […]
Customer service leaders set to double tech spend as AI reshapes (not replaces) the workforce
More than half of customer service organisations are expected to double their technology investment by 2028, as AI adoption accelerates across the sector, yet workforce demand is set to evolve rather than decline. According to Gartner research, rising investment in AI-driven tools will not be matched by a reduction in headcount, challenging assumptions that automation […]
INDUSTRY SPOTLIGHT: Merchants – Business Process Outsourcing Services
Merchants is a leading customer experience and business process outsourcing (BPO) partner, delivering digitally enabled, human-centred solutions that drive measurable business outcomes. Rooted in South Africa and backed by over four decades of industry experience, we have played a foundational role in shaping the evolution of customer experience delivery. Today, as a wholly owned subsidiary […]
AUTOMATED CUSTOMER SATISFACTION MONTH: Closing the loop at scale – using automation to turn feedback into action
Collecting customer feedback has arguably never been easier. Surveys, post-call ratings and digital feedback tools generate vast amounts of data. The real challenge is not gathering insight, it’s acting on it quickly, consistently and at scale. Organisations at the Contact Centre Summit are increasingly turning to automation to ‘close the loop’, i.e. transforming feedback into […]
Consumer scepticism over AI poses new trust challenge for brands
Rising consumer scepticism around artificial intelligence is creating a new trust challenge for customer experience leaders, as brands accelerate adoption of generative AI across customer interactions. Research from Gartner finds that 50% of consumers would prefer to do business with brands that do not use generative AI in customer-facing content, highlighting a growing tension between innovation and […]
Research highlights ‘Experience Divide’ as consumers abandon disconnected brands
UK brand leaders are being urged to address a growing ‘Experience Divide’, as new research reveals a stark mismatch between customer expectations and business perceptions. According to SAP Engagement Cloud’s 2026 Engagement Index, 82% of UK consumers are frustrated by disjointed interactions—such as repeating information or being passed between teams: yet 80% of businesses believe […]