MEET THE TEAM: Jake Healy, Event Sales Manager at the Contact Centre Summit
Jake Healy has been part of the Forum Events team for four years and recently took over as Event Sales Manager for the Contact Centre & Customer Services Summit. Working closely with solution providers across the customer experience sector, Jake helps suppliers connect with senior contact centre leaders looking to invest in new technologies and […]
Contact Centre Summit: Learn from the best this September
The Contact Centre & Customer Services Summit is taking place in September, where top speakers such as Jack Barmby, CEO at Gnatta, will be sharing their experience and knowledge! 14th & 15th September 2026 | The Manchester Deansgate Hotel Free attendance – Book Now! (Places are limited) Seminar “From Zero to One with AI in Customer Service” How leaders can […]
August 2026 is Training & Development 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 Training & Development 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 […]
Call Monitoring Software: What managers should compare
Delivering outstanding customer service depends on more than simply answering calls quickly. Contact centre leaders need accurate insights into customer interactions to understand agent performance, maintain quality standards and identify opportunities for continuous improvement. Call monitoring software provides managers with the visibility needed to review conversations, evaluate customer experiences and support coaching across voice, chat and […]
NW Hearts Charity is your local charity – Here’s how your organisation can get involved
NW Hearts Charity is your local charity, supporting people across Greater Manchester. We are passionate about improving the lives of people who are living with, or at risk of, heart disease, and their families. We fund projects which change lives. NW Hearts Charity is determined to reduce heart health inequalities by improving access to high […]
5 Minutes With… Dan Fay, IT Director at Interact Contact Centres
Artificial intelligence continues to dominate the customer service agenda, but for many contact centres the challenge is no longer simply adopting new technology: it’s implementing it in ways that genuinely improve both the customer and employee experience. In this edition of 5 Minutes With…, Dan Fay, IT Director at Interact Contact Centres, discusses why trust should […]
MEET THE TEAM: Lucia Alio, Delegate Portfolio Manager at the Contact Centre Summit
Behind every successful Contact Centre Summit is a team dedicated to ensuring delegates have a productive, valuable and enjoyable experience. As Delegate Portfolio Manager, Lucia Alio works closely with senior customer service and contact centre professionals to understand their current priorities, match them with relevant solution providers and create personalised event itineraries that deliver real […]
The best tools for virtual call centre operations
Remote and hybrid working have transformed the contact centre landscape. Today’s customer service teams are no longer confined to a single office, with many organisations supporting agents working from home, across multiple locations or even internationally. While virtual operations offer greater flexibility and access to wider talent pools, they also introduce new management challenges. Maintaining […]
AI shopping assistants must build trust, not replace human customer service, expert warns
As AI-powered shopping assistants become increasingly common, customer experience leaders are being urged to prioritise transparency and human oversight if they are to maintain consumer trust. New research from Exploding Topics by Semrush found that 78% of consumers have used AI to help with shopping during the past six months. However, only one in three […]
Contact Centres and Customer Services Summit: There’s a complimentary delegate place waiting for you!
You’re invited to join us as our guest for the Contact Centres and Customer Services Summit, a two-day event designed for decision-makers and industry leaders to connect, learn and discover the latest innovations in the industry. Date: 14th & 15th September 2026 Venue: The Manchester Deansgate Hotel Complimentary access for senior professionals Reserve your place here […]