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 […]
Final call for the Contact Centre & Customer Services Summit – Don’t miss out!
The Contact Centre & Customer Services Summit takes place in less than two weeks on 6th –7th May at the Radisson Hotel & Conference Centre London Heathrow. We have a limited number of fully funded places remaining for the event next month, and you’re welcome to join us for either 1 day or the full event, depending on what […]
May 2026 is Social Media 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 May we’re focusing on Social Media 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 […]
Customer service leaders set to double tech spend as AI reshapes (not replaces) the workforce
More than half of customer service organisations are expected to double their technology investment by 2028, as AI adoption accelerates across the sector, yet workforce demand is set to evolve rather than decline. According to Gartner research, rising investment in AI-driven tools will not be matched by a reduction in headcount, challenging assumptions that automation […]
INDUSTRY SPOTLIGHT: Merchants – Business Process Outsourcing Services
Merchants is a leading customer experience and business process outsourcing (BPO) partner, delivering digitally enabled, human-centred solutions that drive measurable business outcomes. Rooted in South Africa and backed by over four decades of industry experience, we have played a foundational role in shaping the evolution of customer experience delivery. Today, as a wholly owned subsidiary […]