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 […]
Contact Centres and Customer Services Summit: There’s a complimentary delegate place waiting for you!
You’re invited to join us as our guest for the Contact Centres and Customer Services Summit, a two-day event designed for decision-makers and industry leaders to connect, learn and discover the latest innovations in the industry. Date: 14th & 15th September 2026 Venue: The Manchester Deansgate Hotel Complimentary access for senior professionals Reserve your place here […]
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 […]
Brands warned they risk being trapped in ‘doom loop’ as AI reshapes customer expectations
More than eight in ten organisations are failing to maximise the value of their brand investments, creating a cycle of underfunding and underperformance that could undermine growth and customer trust in the age of AI. The analyst firm Gartner’s latest survey found that 84% of companies are stuck in what it describes as a ‘brand […]
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 […]
July 2026 is Virtual Contact Centres 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 July we’re focusing on Virtual Contact Centre 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 […]
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 […]