These guest speakers are coming to the CX Solutions Summit
Will you be joining us at the CX Solutions Summit in October? – There are limited delegate places remaining! This event is entirely complimentary for industry professionals including; seminars, networking opportunities, meetings with top suppliers, lunch & refreshments. 21st October 2026 | Hilton London Canary Wharf The event consists of connecting with like-minded peers, sourcing the latest and most […]
INDUSTRY SPOTLIGHT: Dialpad – Your complete customer experience suite
Dialpad is an AI-native communications platform for modern customer experience teams, helping organisations understand and act on customer conversations. Its mission is to turn every interaction into intelligence that improves how work gets done. Dialpad brings customer communications and contact centre capabilities together on one platform, helping teams automate workflows, scale customer experience and make better […]
Why the future of customer experience depends on the right balance of AI and human expertise
Artificial Intelligence (AI) is reshaping customer experience, from intelligent virtual assistants and predictive analytics to automated workflows and real-time agent guidance, it is helping organisations respond faster, improve efficiency and deliver more personalised interactions. But while technology is evolving rapidly, customer expectations remain rooted in something far more human. The future of customer experience is […]
Contact Centre Knowledge Management Software: what customer service teams should compare
Contact centre agents are expected to answer an increasingly broad range of customer questions accurately and quickly. Yet the information required to do that can be spread across product documentation, CRM systems, internal websites, policy documents, shared drives, previous cases and the knowledge of experienced colleagues. Finding an answer can become almost as difficult as […]
Your last chance to attend September’s Contact Centre Summit
The Contact Centre & Customer Services Summit is taking place in less than a two weeks, with top speakers such as Kirsty Ferguson and Dan Edwards from Premier CX sharing their experience and knowledge! 14th & 15th September 2026 | The Manchester Deansgate Hotel Free attendance – Book Now! (2 places remaining!) Seminar: “Beyond Letters and FAQs: How Cadent Is Transforming Customer Communications Through Video” Working […]
INDUSTRY SPOTLIGHT: BCH Digital
BCH Digital is a UK-based provider of secure payment and communication solutions, specialising in PCI-DSS compliant technologies. With over 25 years of experience, BCH Digital focuses on delivering fast, seamless and compliant payment experiences while reducing operational complexity and costs. Its solutions are designed to be scalable, resilient and tailored to individual business needs, supporting […]
National Customer Service Week 2026 to spotlight people, technology and customer experience
Contact centre and customer experience leaders are being encouraged to use this year’s National Customer Service Week (NCSW) as an opportunity to recognise frontline teams, reinforce service culture and explore how technology can support better customer outcomes. NCSW 2026 will run from 5 to 9 October and will once again focus on celebrating the people […]
Contact Centre Workforce Management: Building a more responsive operation
Customer expectations continue to rise, while contact centres face increasing pressure to do more with fewer resources. Operations must balance service levels, employee wellbeing, omnichannel communications and operational efficiency, all while maintaining a consistently high customer experience. Effective contact centre workforce management has become much more than producing staff rotas. Modern workforce management platforms combine forecasting, scheduling, […]
September 2026 is Knowledge Management 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 August we’re focusing on Knowledge Management 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 […]
Beyond speech recognition accuracy: Why conversation quality now defines AI success in the contact centre
For years, success in automated contact centre engagement was measured largely through technical indicators such as speech recognition accuracy, word error rate (WER), latency and speech-to-text performance. While these measures still matter; accurately, fast transcription remains a critical foundation for intent detection, routing, summarisation, compliance monitoring and analytics. Baseline technical performance is no longer enough to determine whether […]