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 […]
Contact Centre Performance Management Systems: Improving agent development and service quality
The modern contact centre has evolved far beyond measuring call volumes and average handling times. Customer service leaders are expected to deliver consistently high-quality customer experiences while supporting employee wellbeing, improving operational efficiency and responding quickly to changing customer expectations. As hybrid working, AI-assisted customer service and omnichannel engagement become the norm, organisations need greater […]
South Africa: The BPO destination everyone is talking about and why it matters
By Merchants South Africa has rapidly emerged as one of the most talked-about global destinations for customer experience outsourcing and for good reason. In an environment where organisations are under increasing pressure to deliver seamless, high-quality customer interactions while managing cost and complexity, South Africa offers a rare combination of human capability, cultural alignment, and […]
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 […]
Is hybrid the right answer for customer experience?
For years, organisations faced a relatively straightforward outsourcing decision: keep operations in the UK or move them offshore to reduce costs. Today, the reality is more nuanced. As customer expectations rise and budgets remain under pressure, many organisations are looking for a model that balances cost efficiency, quality, flexibility and customer outcomes. Increasingly, that answer […]
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 […]