November 2026 is Display Boards 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 November we’re focusing on Display Board 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 […]
It’s time to secure your place at the May 2027 Contact Centre & Customer Services Summit
Registration for the May 2027 Contact Centre & Customer Services Summit is now open! 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. Date: Wednesday 5th & Thursday 6th May 2027Venue: Radisson Hotel & Conference Centre […]
5 Minutes With… Rishi Kumar – CX Transformation & Business Strategy Lead at Magellan
As contact centres face rising customer expectations, increasingly complex interactions and pressure to embrace AI, successful transformation is about more than simply deploying new technology. We caught up with Rishi Kumar, CX Transformation & Business Strategy Lead at Magellan, to discuss reducing effort across the customer journey, creating a more human-centred contact centre, finding the […]
Magellan – CX Suite: Trusted, Flexible and Human-centred CX
Today customer service organisations are being asked to do more, meet rising customer expectations, support increasingly complex needs, help employees do their jobs effectively and find practical ways to use AI, all while managing cost and operational pressures. CX Suite is Magellan’s modular Contact Centre as a Service (CCaaS) platform, designed for organisations that need […]
AI Agent Assist and Knowledge Management: How to keep contact centre answers accurate
Generative AI can make contact centre knowledge available faster than ever. Instead of an agent manually searching several articles, an AI assistant can potentially surface an answer, summarise information or suggest the next action while the customer conversation is taking place. But speed creates a new dependency: The AI needs something reliable to work from. […]
October 2026 is Web Self Service/Chat 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 October we’re focusing on Web Self Service/Chat 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 […]
KMS Lighthouse: Powering AI speed service through trusted knowledge
In today’s contact centre environment, speed without accuracy is a liability. Customers expect instant answers. Agents need instant access. Every interaction depends on the knowledge behind it being correct, current, and consistent. That’s where KMS Lighthouse comes in. KMS Lighthouse is a global leader in AI powered enterprise knowledge management, giving organizations the trusted, governed […]
5 Minutes With… Greg Garnett, Technology Director, Darwin Technology Solutions
With AI, cloud platforms and automation creating more choice than ever for contact centres, identifying the right technology (and the right partner) can be as challenging as it is exciting. We caught up with Greg Garnett, Technology Director at Darwin Technology Solutions, to discuss what ‘fit’ really means when selecting new technology, why good procurement […]
Features impress. Fit makes the difference
Contact centre technology can do more than ever. AI, automation, omnichannel platforms, analytics and workforce tools are creating genuine opportunities to improve customer experience and make operations more efficient. The challenge is not finding an impressive platform. It is deciding which one will deliver in your organisation. A strong demo can show what a technology […]
Contact Centre Knowledge Management Best Practices: Keeping agent information accurate and useful
Launching a new knowledge-management platform can feel like a major achievement. The content has been migrated. Search is working. Agents have been trained. The new system is live. Then the harder part begins. Products change. Policies are updated. New customer questions appear. Experienced employees develop workarounds. Old articles remain searchable long after the information they […]