AI solutions for contact centres: what managers should compare
Across both private and public sector organisations, contact centre leaders are increasingly looking to AI to improve efficiency, enhance customer experience and support agents in handling growing volumes of customer interactions. From conversational AI and virtual assistants to automated call summarisation and real-time agent guidance, AI is reshaping how customer service is delivered… However, with […]
It’s time to secure your place at the September 2026 Contact Centre & Customer Services Summit!
Registration for the September 2026 Contact Centre & Customer Services Summit is now open! Date: Monday 14th & Tuesday 15th September 2026Venue: The Manchester Deansgate Hotel Explore what’s new in the industry at this ever-popular event that offers you the unrivalled opportunity to meet 1-2-1 with suppliers and their latest competitive solutions to this evolving industry. This […]
Retailers warned AI shopping tools could damage customer trust without stronger safeguards
Contact centre and customer experience leaders are being urged to prioritise transparency and human oversight as AI shopping assistants become increasingly embedded in the retail journey. New research from Exploding Topics by Semrush found that while 78% of consumers have used AI to support shopping decisions in the past six months, only one in three […]
The hidden tax of AI in contact centres
AI is increasingly being positioned as a way to reduce cost-to-serve in the contact centre, but in reality, many businesses are adding an extra layer of cost long before they see any return. As organisations race to implement AI-first voice automation, a new cost layer is quietly emerging alongside that human spend: LLM compute, orchestration […]
SOCIAL MEDIA MONTH: The new metrics contact centres should be tracking in 2026
Historically, social customer service has often been evaluated using traditional contact centre metrics such as response times and ticket closure rates. While these measures still matter, they no longer provide a complete picture of customer satisfaction or reputational impact in highly visible digital environments… Unlike private customer interactions, social media engagement takes place in public. […]
June 2026 is Artificial Intelligence 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 June we’re focusing on Artificial Intelligence 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 […]
SOCIAL MEDIA MONTH: How contact centres are rethinking social escalation strategies
A customer complaint no longer needs to reach a national newspaper to become a reputational crisis. In the social media era, a single post on X, TikTok or LinkedIn can escalate rapidly within hours, placing significant pressure on contact centres and customer experience teams to respond quickly, consistently and transparently. For many organisations at the […]
New research highlights the UK is a nation of experience sharers and email enthusiasts
The UK is a nation of experience sharers and email is its predominant channel of choice, both for routine customer contact and for proactively telling organisations what they think. These are just some of the key findings from new research published by the CCMA (Contact Centre Management Association), supported by the customer engagement solution provider, […]
“Secure, Frictionless Customer Service in the Age of Fraud” (Telesign‑led)
Why? For PR‑style content, thought leadership performs better than product detail, especially in third‑party newsletters. Across previous event content, fraud, identity and trust consistently cut through with CX audiences because they are: Telesign already anchors this narrative well in Connect–Protect–Engage messaging used in event templates and CX‑focused summits. Recommended PR narrative Position this as industry insight, not a product pitch: Why […]
CX Solutions Summit: Everything you need in one place this October
You’re invited to join us as our guest for the CX Solutions Summit, a one-day event designed for decision-makers who are looking to explore a diverse range of CX solutions and connect with people in a highly focused and intimate environment. CX Solutions Summit October 2026 Date: 21st October 2026 Venue: Hilton London Canary Wharf Complimentary […]