PRODUCT SPOTLIGHT: Genesys Cloud by Kerv
Recognised as a Gartner® Magic Quadrant leader ten years running, Genesys Cloud is the go-to CX solution for organisations in 100-plus countries. Yet, creating a high-performing contact centre takes more than simply brilliant technology. It requires a partner who understands how to get the best out of it. One that always has your back, responds […]
TRAINING & DEVELOPMENT MONTH: Top tips for coaching tomorrow’s contact centre leaders
Senior contact centre professionals attending the Contact Centre & Customer Services Summit aren’t just managing KPIs: they’re navigating AI integration, remote workforces, regulatory changes, and heightened customer expectations. To thrive in this environment, organisations must proactively develop the next generation of leaders through structured coaching and development programmes… From Team Leads to Strategic Thinkers Traditionally, […]
Market Data: AI dominating contact centre procurement agendas
Artificial Intelligence is by far the most in-demand solution required by contact centres across the UK, according to our exclusive research. The findings have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on September 8th & 9th in Manchester. Delegates registering to attend the event are asked which areas […]
September 2025 is Knowledge Management Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in September 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 […]
Smarter Conversations. Happier Customers.
Great customer service shouldn’t be complicated. With NFON’s Contact Center Hub, you can transform how your business connects with customers—boosting satisfaction, improving agent performance, and saving valuable time, all in one place. This AI-powered, cloud-based solution gives you everything you need to manage customer contact more efficiently—across voice, email, chat, and messaging channels—so you can focus on what […]
Why voice-enabled Microsoft Teams is the key to contact centre transformation
As organisations embrace AI and digital customer service tools, many are now discovering the untapped potential of one of their most powerful assets: voice-enabled Microsoft Teams—where real conversations, insights, and transformation begin. Voice isn’t just another channel. It’s where relationships are built, emotions are heard, and decisions are made. And when that voice is captured through […]
TRAINING & DEVELOPMENT MONTH: Moving beyond the script towards soft skills in an age of empathy, AI and escalation
As we regularly discuss, customer expectations are rising as fast as technological change. While artificial intelligence (AI) and automation handle increasingly complex tasks, the human element is more vital than ever, particularly when it comes to empathy, judgment, and de-escalation. For contact centre leaders attending the Summit, the challenge is clear: to train agents not […]
The Knowledge Group (tkg): Unlocking your outsourcing and technology potential
At The Knowledge Group (tkg), we empower organisations to make smarter decisions across their BPO, technology, and business services spend. Through a unique combination of market intelligence, expert advisory, and AI-driven procurement tools, we help businesses unlock value, streamline operations, and build partnerships that drive long-term success. What we do We offer a comprehensive suite of services […]
Organisational readiness key to maximising new customer service technology
Customer service leaders who are effective at vendor and product evaluation activities saw only a 50% increase in the likelihood that they’d achieve their technology goals. By contrast, leaders who are effective at organisational readiness activities saw a 300% increase. A Gartner survey, conducted between December 2024 and January 2025, examined the strategies of over […]
VIRTUAL CONTACT CENTRE MONTH: How to balance flexibility with compliance as part of the remote model
Customer service leaders are being challenged to rethink how they manage compliance, data security, and quality assurance beyond the traditional office perimeter. While the flexibility of virtual operations brings operational and cost efficiencies, it also raises the stakes in protecting sensitive customer data and maintaining service quality… At the heart of this shift is the […]
