AI MONTH: Human + AI – How contact centres are reimagining roles with GenAI
Contact centres are no longer asking whether artificial intelligence will impact their operations, but how best to integrate it. At the heart of this transformation is a new paradigm: human + AI. Rather than replacing agents, industry leaders attending the Contact Centre Summit are using generative AI (GenAI) to augment human performance, enabling more empathetic, […]
Customer service agents not promoting Self-Service enough in customer conversations
Sixty percent of customer service agents fail to promote self-service options, which is impacting efficiencies and costs despite huge investment in areas such as AI. A Gartner survey of 5,801 customers conducted in January and February 2025 revealed that despite the potential benefits of self-service, when agents do mention self-service in customer interactions, 25% make neutral […]
INDUSTRY 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 […]
SOCIAL MEDIA MONTH: 1 in 4 consumers tempted by ‘refund hacks’ learned online
Sophisticated retail fraud techniques and services are becoming mainstream knowledge, with social media platforms serving as primary educational channels for would-be fraudsters. That’s according to research from Netacea, which has uncovered what the firm calls ‘alarming’ shifts in consumer attitudes toward fraudulent behaviour. An accompanying report, Cyberfraud in Retail – The Changing Face of Fraud: Malicious […]
Repetition is costing the industry £381million per year!
The Solution: IRIS Clarity eliminates unwanted background noise, ensuring crystal-clear conversations for agents and customers. The Benefits: Hear the difference and transform your contact center today: iris.audio/clarity
SOCIAL MEDIA MONTH: Exploring chatbots, sentiment analysis and escalation best practice
With consumers increasingly turning to X, Instagram, Facebook, and TikTok for support, brands are under pressure to respond rapidly and empathetically. To meet this demand at scale, organisations attending the Contact Centre & Customer Services Summit are embracing AI and automation in social media customer experience (CX), leveraging chatbots, sentiment analysis, and smart escalation workflows […]
Registration now open for September’s Contact Centre & Customer Service Summit
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 solutions to an evolving industry. Event: Contact Centre & Customer Service SummitDate: Monday 8th and Tuesday 9th SeptemberVenue: Hilton Manchester Deansgate Click Here To Register This unmissable event is entirely free for industry professionals, like […]
June 2025 is Artificial Intelligence 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 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 […]
Remove background noise at every stage of your call journey
IRIS Clarity uses advanced AI to eliminate unwanted background noise in both live and recorded customer conversations—leaving only crystal-clear speech. Deploy it as an app or integrate it via SDK across every touchpoint, from IVA to live calls and post-call analytics. Try it for free today and experience the difference!
Turn Every Healthcare Call into Actionable Insight — Automatically
Every patient interaction is a goldmine of insight — if you can access it. Hear is a conversation intelligence platform that transforms 100% of your calls into real-time, actionable data — without the manual effort. Used by contact centers across industries like Retail, Financial Services, and Telecom, Hear automates quality assurance, scores agent performance, and uncovers sentiment trends — all […]
