SOCIAL MEDIA MONTH: How contact centres are rethinking social escalation strategies
A customer complaint no longer needs to reach a national newspaper to become a reputational crisis. In the social media era, a single post on X, TikTok or LinkedIn can escalate rapidly within hours, placing significant pressure on contact centres and customer experience teams to respond quickly, consistently and transparently. For many organisations at the […]
New research highlights the UK is a nation of experience sharers and email enthusiasts
The UK is a nation of experience sharers and email is its predominant channel of choice, both for routine customer contact and for proactively telling organisations what they think. These are just some of the key findings from new research published by the CCMA (Contact Centre Management Association), supported by the customer engagement solution provider, […]
“Secure, Frictionless Customer Service in the Age of Fraud” (Telesign‑led)
Why? For PR‑style content, thought leadership performs better than product detail, especially in third‑party newsletters. Across previous event content, fraud, identity and trust consistently cut through with CX audiences because they are: Telesign already anchors this narrative well in Connect–Protect–Engage messaging used in event templates and CX‑focused summits. Recommended PR narrative Position this as industry insight, not a product pitch: Why […]
CX Solutions Summit: Everything you need in one place this October
You’re invited to join us as our guest for the CX Solutions Summit, a one-day event designed for decision-makers who are looking to explore a diverse range of CX solutions and connect with people in a highly focused and intimate environment. CX Solutions Summit October 2026 Date: 21st October 2026 Venue: Hilton London Canary Wharf Complimentary […]
Thousands of professionals come together to celebrate National Contact Centre Day
The UK’s contact centre industry celebrated its first National Contact Centre Day yesterday, 4 March, with thousands of professionals from a variety of organisations coming together to shine a spotlight on the vital role the sector plays in society and the economy. The theme for this year’s National Contact Centre Day was Contact Centre as a Career, with […]
South Africa: The BPO destination everyone is talking about and why it matters
South Africa has rapidly emerged as one of the most talked-about global destinations for customer experience outsourcing and for good reason. In an environment where organisations are under increasing pressure to deliver seamless, high-quality customer interactions while managing cost and complexity, South Africa offers a rare combination of human capability, cultural alignment, and operational excellence […]
Market Data: AI continues to lead contact centre solutions demand in 2026
Artificial Intelligence remains the most in-demand solution required by UK contact centre operators this year, according to our exclusive research. The findings, which show no change at the top compared to the last survey in September 2025, have been revealed ahead of the Contact Centre & Customer Services Summit, which takes place on May 6th […]
6 strategies for using contact centre technology in your business
It goes without saying that running an efficient contact centre is a challenging task. You have to ensure an excellent customer experience while also supporting your teams and scaling the business. The best way to scale your business without sacrificing service quality or overworking your agents is advanced contact centre technology. But to make it […]
Why adding another AI tool won’t fix your contact centre
When support starts breaking down, the instinct is to reach for a solution. Hire more agents, or switch providers, or deploy a chatbot. Each feels like a reasonable response to a real problem, and each tends to give temporary relief, followed by the same issues resurfacing a few months later. The reason these fixes don’t […]
Simply Contact – Your support system is the product
When customer support starts breaking, most companies look in the wrong place. They hire more agents, switch providers, or add another AI tool. But the issue is rarely the people or the technology. It’s that the support system was never designed to handle complexity in the first place. Simply Contact is an operations partner for companies […]