14th & 15th September 2026
The Manchester Deansgate Hotel
5th & 6th May 2027
Radisson Hotel & Conference Centre London Heathrow
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Hours
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MEET THE TEAM: Lucia Alio, Delegate Portfolio Manager at the Contact Centre Summit

Behind every successful Contact Centre Summit is a team dedicated to ensuring delegates have a productive, valuable and enjoyable experience. As Delegate Portfolio Manager, Lucia Alio works closely with senior customer service and contact centre professionals to understand their current priorities, match them with relevant solution providers and create personalised event itineraries that deliver real […]

The best tools for virtual call centre operations

Remote and hybrid working have transformed the contact centre landscape. Today’s customer service teams are no longer confined to a single office, with many organisations supporting agents working from home, across multiple locations or even internationally. While virtual operations offer greater flexibility and access to wider talent pools, they also introduce new management challenges. Maintaining […]

AI shopping assistants must build trust, not replace human customer service, expert warns

As AI-powered shopping assistants become increasingly common, customer experience leaders are being urged to prioritise transparency and human oversight if they are to maintain consumer trust. New research from Exploding Topics by Semrush found that 78% of consumers have used AI to help with shopping during the past six months. However, only one in three […]

ECCCSAs: Nominations close July 17th – Enter today!

The longest running and largest awards programme in the European customer contact industry is OPEN and accepting nominations until Friday 17 July 2026. Entering this prestigious awards programme is easy. This year the ECCCSAs will recognise organisations from across Europe that are leading the way in Operational Performance, Employee Experience and Customer Experience. The programme […]

AI and Agent Experience: How intelligent tools are supporting contact centre teams

Much of the conversation around artificial intelligence in customer service has focused on automation and self-service. However, one of the most significant developments in recent years has been the growing use of AI to support human contact centre agents… As customer enquiries become more complex and expectations for fast, personalised service continue to rise, organisations […]

Unlocking the strategic value of contact centre data

Contact centre data is one of the most underutilised assets within modern organisations, despite offering a direct window into customer behaviour, sentiment and unmet need. Every interaction, whether a complaint, query or cancellation, contains rich, unfiltered insight into why customers make decisions. Yet in many businesses, this data remains siloed, inconsistently captured, or reduced to surface-level metrics […]

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 […]