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 […]
AI, Expectations and Efficiency: The New Contact Centre Balancing Act
Artificial intelligence may be dominating the customer service agenda, but for many contact centres the real challenge lies elsewhere. As organisations race to adopt AI-powered tools, success increasingly depends on having the right foundations in place. Khaled Miah, Customer Experience Specialist at Zoho UK, explains why connected systems, operational simplicity and practical outcomes matter far […]
Zoho Desk: Service that actually holds up at scale
Most customer service platforms work… until they don’t. They handle tickets. They manage channels. But as volume grows and complexity increases, things start to break down. Agents switch between systems. Context gets lost. Reporting becomes a manual exercise. And service quality becomes inconsistent. That’s where Zoho Desk is different. Zoho Desk isn’t just a ticketing […]
ECCCSAs: The greatest awards programme in the European customer contact industry
For 26 years, the award-winning European Contact Centre & Customer Service Awards (ECCCSAs) have recognised organisations across Europe that are leading the way in delivering exceptional service to customers. These organisations continually innovate to improve the customer experience, value their people and optimise performance and outcomes. As the longest running and largest awards programme in […]
It’s time to secure your place at the September 2026 Contact Centre & Customer Services Summit!
Registration for the September 2026 Contact Centre & Customer Services Summit is now open! Date: Monday 14th & Tuesday 15th September 2026Venue: The Manchester Deansgate Hotel 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 competitive solutions to this evolving industry. This […]